U.S. General Services Administration

CONSUMER ACTION HANDBOOK

CONSUMER ACTION HANDBOOK

Brought to you by CONTRIBUTORS

USAGov would like to express its gratitude to the partners listed below who helped make possible the publication of the Consumer Action Handbook.

American Financial Services Association Education Foundation The Colgate-Palmolive Company Financial Industry Regulatory Authority National Futures Association Securities and Exchange Commission Society of Consumer Affairs Professionals Technology Transformation Service

April 2017

Welcome to USAGov’s Consumer Action Handbook. I’m excited that you added this resource to your consumer toolkit.

When you shop, you want to get the best value, without being taken advantage of. You want to feel confident about your purchases, regardless of what you buy, where you shop, or how you pay. The tips and resources in this Handbook can help you achieve these goals.

The Consumer Action Handbook brings together consumer information from across government. It includes practical questions to ask and factors to consider when you buy products and services. The Handbook features topics that affect everyone, such as credit reports and identity theft. It also addresses specific issues, like managing someone else’s finances and gas pump skimming. You’ll also find tips for detecting and reporting scams, throughout the book. Use our consumer assistance directory and sample complaint letter to file a consumer complaint.

USAGov guides you to the government services you need to make your life easier. In addition to this Handbook and the Spanish version, the Guía del Consumidor, we offer other bilingual information. This includes our websites USA.gov and GobiernoUSA.gov, government information by phone, toll free at 1-844-USA-GOV1, email, and online chat services. Follow USAGov on social media (Facebook, Twitter, and Instagram) to discover more government information and services.

If you have questions or ideas for topics, please send them my way at [email protected].

Wishing you all the best,

Marietta Jelks Editor-in-Chief, Consumer Action Handbook

PB 1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook I QUICK CONSUMER TIPS

QUICK CONSUMER TIPS USING THIS HANDBOOK Always be on the alert for shady deals and scams. Keep these things in mind to avoid becoming a victim: This everyday guide to being a smart shopper is full of • Be wary of promises of “no risks” or guaranteed helpful tips about preventing identity theft, understanding earnings. credit, filing a consumer complaint, and more. The • Beware of emails or calls asking you to confirm your information and resources you will need are arranged as bank account, credit card number, PIN, or social security follows: number. PART I—BE A SAVVY CONSUMER • Create unique usernames, passwords for your email and onlline accounts. Use a PIN, two-factor authentication Read this section for advice before you make a purchase. and other security features. Look in the Table of Contents (p. 1) and Index (p. 138) to • Don’t sign a contract with blank spaces or incomplete quickly locate specific topics and information. terms. Read and understand any contract, legal PART II—KEY INFORMATION RESOURCES document, or terms of service before you sign or click “I Agree”. Look here for a list of public resources for seniors, persons with disabilities, and military families. • Don’t feel pressured by calls or emails, supposedly from the government or creditors, that threaten you if you PART III—FILE A COMPLAINT don’t send payment immediately. Turn to this section for suggestions on resolving consumer • Get estimates from several contractors for home or car problems. The sample complaint letter on page 60 will help repairs. Make sure the estimates are for the exact same you present your case. repairs for a fair comparison. • Read retailers refund, return, and early termination or PART IV—CONSUMER ASSISTANCE cancellation policies, before you buy. DIRECTORY • Be cautious of shopping on public wi-fi networks, that Find contact information for corporate offices, consumer don’t encrypt your information. organizations, trade groups, government agencies, state • Beware if someone calls you, claiming that you owe authorities and more. money, demanding a payment by wire transfer or VISIT US ONLINE branded gift card. Visit www.USA.gov and in Spanish at • Look for the padlock icon in the bottom right-hand www.Gobierno.USA.gov for more consumer information, corner of your screen or a URL that begins with “https” resources, and tools. You can also download an electronic to ensure that your payment information is transmitted version of the Handbook and hundreds of other consumer securely. publications at Publications.USA.gov. • Don’t buy under stress. Avoid making big-ticket purchases during times of duress. • Notify your lender immediately if you are having difficulty making payments on loans, so that you can work out a payment plan. • Protect access and use of your digital wallet (connected to your mobile phone or payment app) with a PIN or your fingerprints. • Read the privacy policy and security statement on apps you download to make sure that your personal information is secure. • Sign up to receive text messages to alert you when your credit card is used. These texts help you catch fraudulent purchases immediately.

II www.USA.gov To contact an organization, use the directory beginning on page 64 1 TABLE OF CONTENTS

Quick Consumer TIps...... II Long-Term Care Insurance...... 34 PART I: Be A Savvy Consumer...... 2 Other Insurance ...... 34 Buyer Beware...... 2 Investing...... 35 Before You Buy...... 2 Financial Brokers And Advisors...... 35 Warranties...... 2 Commodities...... 37 Shopping From Home...... 3 Real Estate...... 37 After You Buy...... 5 Retirement Planning...... 38 Banking...... 6 Privacy And Identity Theft...... 38 Savings And Checking...... 6 Report Identity Theft...... 39 Mobile Banking...... 7 Protect Your Privacy...... 39 ATM/Debit Cards...... 7 Education Privacy...... 40 Unsolicited Checks And Credit Offers ...... 8 Financial Privacy...... 40 Prepaid Cards...... 8 Medical Privacy...... 40 Online Privacy...... 41 Cars...... 9 Buying A Car...... 9 Telecommunications...... 41 Financing...... 10 Internet...... 41 Leasing...... 11 Phones...... 43 Recalls, “Lemon” Laws, And Secret Warranties..... 11 TV...... 45 Repairs...... 12 Telemarketing And Unwanted Mail...... 46 Car Repossessions ...... 12 National Do Not Call Registry...... 46 Renting...... 12 Pre-Recorded Messages...... 46 Car Sharing Services...... 13 Telemarketing Sales Calls...... 47 Credit...... 13 Travel...... 47 Loans...... 14 Resolve Air Travel Problems...... 48 Credit Cards...... 14 Cruises...... 49 Credit Reports And Scores...... 16 Travel Safet y...... 49 Dealing With Debt ...... 17 Utilities...... 50 Education...... 19 Starting Utility Service...... 50 Paying For College...... 19 Wills And Funerals...... 51 Employment...... 21 Wills...... 51 Work-At-Home Companies ...... 21 Trusts...... 52 Unemployment ...... 22 Funerals...... 52 Food And Nutrition...... 22 PART II: Key Information Resources...... 54 Healthy Food Choices...... 22 Emergency Preparedness...... 54 Food Safety...... 22 For Persons With Disabilities...... 55 Saving Money On Groceries...... 23 For Military Personnel...... 55 Organic Foods...... 23 For Seniors...... 57 Health Care...... 24 PART III: File A Complaint...... 59 Choose A Doctor...... 24 Contact The Seller...... 59 Choose A Health Care Facility ...... 24 Sample Complaint Letter...... 60 Medical Billing...... 25 Contact Third Parties...... 61 Prescription Drugs ...... 26 Dispute Resolution Programs...... 61 Advance Medical Directives ...... 26 Small Claims Court...... 61 Housing...... 27 Legal Help And Information...... 61 Buy A Home...... 27 Report Fraud And Safety Hazards...... 62 Home Foreclosure...... 28 PART IV: Consumer Assistance Directory...... 64 Moving Companies...... 29 Index...... 138 Home Improvements And Repairs ...... 29 Renting And Leasing...... 30 Insurance...... 31 Auto Insurance...... 31 Disability Insurance...... 32 Health Insurance...... 32 Homeowners and Renters Insurance...... 33 Life Insurance...... 33

II 1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 1 PART I: BE A SAVVY CONSUMER

BUYER BEWARE QUICK TIPS FOR AVOIDING FRAUD There are a variety of consumer fraud. Here are some tips to help you avoid being a victim: • Don’t give out personal information. Don’t share your Social Security number, birthdate, credit card number, bank account number, passwords, or other personal data, especially if you didn’t initiate it. • Don’t be intimidated. Imposters may call and tell you that you must wire money or you’ll face arrest, deportation, or auditing by the IRS. • Don’t pay with a wire transfer or gift cards. Scammers call and try to force you to pay them with BEFORE YOU BUY specific branded gift cards or with a wire transfer. • Don’t rely on caller ID displays. Scammers can Use this checklist BEFORE you make a purchase to avoid problems and make better decisions: change the display to a name, company, or government agency that you trust. • Decide in advance exactly what you want and set a budget. • Ignore unsolicited offers. Don’t respond if someone you do not know asks you to send money or money • Do your research. Ask family and friends for advice based orders to claim a prize, lottery, credit card, loan or other on their experience. Research the seller and the item or valuable offer. service you are purchasing. • Review product test results from consumer experts and buy an item. This right applies to in-store, online, or comments from past customers. catalog purchases. A standard warranty is part of the • Get price quotes from several sellers. item you purchased. There is no additional cost for this • Verify that service providers have appropriate licenses. protection from the company. There are three main types of Doctors, lawyers, contractors, and other service warranties: providers must register with a state or local licensing • Written warranties are printed and come with the item you agency. purchased. In order for a written warranty to take effect, • Check out a company’s complaint record with your local or to make a claim against it, the seller or manufacturer consumer affairs office (p. 106). may require you to perform specific maintenance or that • Get a written copy of guarantees and warranties. you use the item as instructed. • Get the seller’s refund, return, and cancellation policies. • Spoken warranties are verbally communicated to you by • Ask whom to contact if you have a question or problem. a salesperson or service provider. These warranties are often for services, like free repairs. If you receive a spoken • Read and understand any contract or legal document you warranty, have the person who gave it, and their manager, are asked to sign or give agreement to online put it in writing. Otherwise, you may not be able to get the (by clicking “I Agree”). Don’t sign a contract with blank service that was promised to you. spaces or incomplete terms. Insist that any extras you are promised be put in writing. • Implied warranties promise that the item you purchased will do what it is supposed to do and that it can work • Consider payment options. If you have a problem with a under the circumstances that it was designed for. credit card purchase, you can dispute the charge (p. 15). These warranties are created by state laws, and are not • Check your browser settings when shopping online if specifically stated or written. you don’t want your shopping history shared with data The warranty often begins on the date of purchase, but it brokers. could start the date the product was manufactured. Ask a • Find out if a subscription or membership automatically seller when the warranty period starts, before you buy. If renews and how to cancel it. (See “Subscription Boxes” you purchase an item and it doesn’t have a written warranty, on page 5) it is still covered under the implicit warranty laws in your • Find out if reward points expire or how the seller applies state,. If you bought an item “as is”, an implicit warranty reward points to your purchases. doesn’t apply. WARRANTIES Service Contracts and Extended Warranties A warranty is the promise that a manufacturer or seller Service contracts or “extended warranties” extend the makes to stand behind a product’s quality. Federal law guarantee or promise that a product will work, and are an requires that you have access to warranties before you additional purchase. Sellers offer these service contracts at 2 www.USA.gov To contact an organization, use the directory beginning on page 64 3 BUYER BEWARE

SHOPPING FROM HOME BUYER BEWARE CHECK FOR RECALLS Late delivery, shipment of wrong or damaged items, and Before you buy a product, especially a used or second- hidden costs are common complaints when you shop from hand item, check that it has not been recalled for safety or home. To avoid problems and resolve them more easily, health reasons. Some recalls ban the sale of an item, while follow the advice in the Before You Buy checklist others ask consumers to return the item for replacement or (p. 2). In addition, here are some general tips: repair. Check for recalls through media outlets, individual • Be wary of post office boxes and sellers in other manufacturers, and these government websites: countries. It may be difficult to find the seller to resolve a • www.recalls.gov lists government-initiated recalls from problem later. federal agencies. • Know the total price. Make sure it includes all charges, • www.nhtsa.gov publishes safety information on vehicles shipping, handling, insurance, and taxes. Coupons and other discounts should be deducted properly. and equipment such as children’s car seats. • Be clear on what you are buying. Watch for words • www.fsis.usda.gov lists recalls that involve meat, poultry, such as “refurbished,” “reconditioned,” “closeout,” or or processed egg products. “discontinued.” • www.fda.gov lists recalls for food, medicines, medical • Prepare to provide the security code on the back of devices, cosmetics, biologics, radiation emitting your credit card. The merchant may ask for that number to products, veterinary drugs, and pet food. ensure that the card is in your possession. • Keep a record of your purchase. Save any information the time of purchase, and sometimes months or years after the seller gives you, such as order confirmation number, your purchase. They are commonly offered when you buy product description, delivery date, cancellation policy, a car, major electronics, or household appliances. Third- privacy policy, and warranties. party firms (not the manufacturer or the seller) may also try • Keep track of your order. If it arrives late, you have the to sell you an extended warranty; some even make cold calls right to cancel and demand a refund. to you with high pressure sales tactics. Some extended warranties duplicate the warranty coverage that you get Your Rights automatically from a manufacturer or seller. These add-ons When you order something by mail, phone, or online, the may not be worth the cost. Ask these questions before you Federal Trade Commission (FTC) requires the company to: buy an extended warranty: • Does the seller, the manufacturer, or another company back the service contract? POP-UP SHOPS • How are claims handled? Who will do the repair work, and A pop-up shop is a temporary store in a mall, vacant where will it be done? storefront, or city center. Pop-up shops allow you to test products, try new brands, or have in-person interaction • What happens to your coverage if the dealer or with an online retailer. Since pop-up shops will shut down, administrator goes out of business? you should pay extra attention to your consumer rights. • Do you need prior authorization for repair work? Before you buy, ask: • Are there any situations when coverage can be denied? • Are you familiar with the brand? If not, check the reviews You may not have protection from common wear and tear, of past customers or consumer protection offices in or if you failed to follow recommendations for routine maintenance. places where they have set up in the past. Remember, an extended warranty doesn’t cover pre-existing • Can you return or exchange merchandise or get a conditions, so check an item out before you buy. refund? What is the process? • Does the 3-Day Cooling-Off Rule apply? Purchases for Problems with Warranties $130 or more in a temporary location should be covered. If you have problems receiving the services that were promised in your warranty, you can report your dispute. • How does the company secure your credit card number First read your warranty to make sure you know your rights. or electronic payment information? Then file a complaint with the retailer; if the retailer cannot • How can you contact the seller, after the pop up store help, contact the manufacturer. If neither the retailer nor closes? manufacturer can help, file a complaint with your local Inspect items or try on clothing before leaving the shop. consumer protection agency (p. 106). Also, consider paying with a credit card so that you can Visit www.consumer.ftc.gov/articles/0252-warranties for dispute the charge if the item doesn’t work. more information about warranties.

2 1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 3 BUYER BEWARE

inform buyers of their right to cancel the sale and receive a SHOPPING WITH VIRTUAL CURRENCY full refund within three business days. Virtual currencies, or cryptocurrencies, are a way to track, There are situations in which the Cooling-Off Rule does not store, and send value over the Internet. Some sellers apply: accept virtual currencies as a form of payment. Before you • You made the purchase entirely by mail, online, or click “Buy Now”, ask: telephone. • How much will one unit buy? The value of the currency • The sale was the result of prior contact you had at the can change, which affects the price of an item. seller’s permanent business location. • Can you return or exchange merchandise? Check the • You signed a document waiving your right to cancel. seller’s return and exchange policies. • Your purchase is not primarily for personal, family, or • What are the protections from fraud? Virtual currencies household use. don’t have the same protections as credit cards for • You were buying real estate, insurance, securities, or a unauthorized purchases. motor vehicle. • What are your options if the seller doesn’t deliver the • You cannot return the item in a condition similar to how item you purchased? you received it. • How is your purchase information protected? All Remember, if you paid by credit card and have difficulty purchases made with virtual currencies are recorded in getting your refund, you may also be able to dispute the charge with your credit card company under the Fair Credit a public ledger. This ledger includes the address of your Billing Act. See Credit Card Billing Disputes (p. 15). virtual currency wallet, which can be traced to you. Report problems with virtual currencies to the Consumer Online Shopping Financial Protection Bureau at www.consumerfinance. Online shopping websites often offer great deals, variety, gov/complaint. and convenience. However, consumers need to be careful and make informed decisions about their purchases. Some • Ship the merchandise within the time promised, or if tips for shopping safely online: no specific delivery time was stated, within 30 days of • Stick to websites that are known or recommended. receiving your order. • Compare prices and deals, including free shipping, • Notify you if the shipment cannot be made on time and extended service contracts, or other offers. give you the option of waiting longer or getting a refund. • Search for online coupons and promo codes for • Cancel your order and return your payment if the new discounts or free shipping. shipping date cannot be met, unless you agree to another • Get a complete description of the item and parts delay. included, and the price, including shipping. Also find out If you cancel your order, your money must be refunded within seven days; if you paid with a credit card, your account must be credited within one billing cycle. The ECOMMERCE ARBITRAGE company cannot substitute a store credit. If you applied for Normally when you buy an item online from a seller a credit account with the merchant at the same time that you through a larger website, the seller fills your order from placed your order, the company has an extra 20 days to ship their inventory. But sometimes, the seller doesn’t have the merchandise to allow time for processing your credit the item in their inventory. Instead the seller buys it from application. another retailer (not a wholesaler), and sells it to you at These FTC rules only apply to the first shipment of a higher price. You’ll receive the item directly from the magazine subscriptions or other merchandise you receive second retailer, instead of the seller you actually paid. repeatedly. Your state may also have rules that apply. As the customer, you are on the bad end of the deal. You Report suspected violations to your state or local consumer could have bought the item directly from the same retailer protection agency (p. 106) and to the FTC (p. 102). as your seller did, at a lower price. Also, if you have a 3-Day Cooling-Off Rule problem with the item, you must resolve it with your seller, This federal law protects consumers in their homes during who would actually have to resolve it with the company they door-to-door sales pitches, or in temporary business bought it from. That could make it harder to get a refund. locations. The 3-Day Cooling-Off Rule does not apply to When you buy online, research the item from multiple new automobile purchases or items sold online. It only sellers. Consider shipping costs and taxes. Look at where applies when a company is selling something that costs $25 the item is being shipped from. If that location is different or more at your home or more than $130 at other temporary from the seller’s location, that could be a red flag. business locations. To comply with the 3-Day Cooling-Off Rule, a seller must

4 www.USA.gov To contact an organization, use the directory beginning on page 64 5 BUYER BEWARE BUYER BEWARE BEWARE: FAKE SHOPPING APPS SUBSCRIPTION BOXES Subscription boxes programs deliver food, beauty Scammers create imposter, or fake, apps of your products, and clothing to your doorstep. You receive a box favorite retailers. Fake apps can install malware on on a regular (weekly or monthly) basis for a set price. your smartphone. They could also steal the payment Subscription boxes are a convenient way to sample new information you saved in the app or login credentials for products and styles. Some boxes also offer your favorite other apps. Beware if a shopping app has: items on a regular basis. Before you subscribe, ask: • No history of previous versions. • How much does the subscription cost? • A description with incorrect spelling and grammar. • How often do you receive shipments • Very few or only negative user reviews in the app • Is your subscription automatically renewed? store. • Can you cancel your subscription? Download a retailer’s app directly from their website. • How are items chosen for you? Companies can use If you suspect that an app is a fake, delete and report formulas, surveys, monthly themes, or an expert curator it to the app store. Visit www.consumer.ftc.gov/ makes selections. articles/0515-apps-help-you-shop-stores for more information about apps. • Can you get better deals or merchandise in a store? • Can you pick the items that you receive in your box? the delivery time, warranties, return policy, and complaint • Are the products of high quality? For food deliveries, procedures. does the food stay fresh and at the right temperatures? • Read reviews from consumers and independent experts. • Does the company automatically charge your credit • Pay with a credit card. Federal law protects you if you card? Check out the “Recurring Payments” box on p. 27. need to dispute charges, but it does not apply to debit • What is the return policy for items you don’t like? cards, checks, cash, money orders, and some mobile payment apps. • Can you skip deliveries? If so, how far in advance do you need to inform the company? • Use a secure browser. Look for a URL that starts with “https” rather than “http.” Also look for a closed padlock If this is part of a free trial offer, that enrolls you in a icon, usually in the lower right-hand corner of the screen. subscription, remember you must contact the company to • Avoid making online purchases on public Wi-Fi hotspots; cancel. See www.consumer.ftc.gov/articles/0101-free-trial- these may not be secure, and your payment information offers for more tips. could be stolen over the network. • Print or save your purchase order with details of the Returns and Exchanges product and your confirmation number. Sometimes you may need to return or exchange an item you purchased. Retailers can create their own return policies, Visit www.consumer.ftc.gov for more online shopping as long as they are posted in a place that you can find them information. easily. Most retailers’ policies require you to return the item AFTER YOU BUY within a set number of days, with your receipt, and original packaging. Even careful buyers can run into problems after a purchase. To minimize them, follow these steps after you buy: Refunds are normally given in the same form of payment that you used to buy the item. If you don’t have a receipt, • Save all papers that come with your purchase. Keep the seller may give you a store credit instead. For online all contracts, sales receipts, canceled checks, owner’s purchases, check the seller’s policy to find out if return manuals, and warranty documents. shipping is free. Use the return label if they provided one. If • Read and follow product and service instructions. The your online purchase came from a seller that has a physical way you use or take care of a product might affect your stores, ask if you can return the item to a nearby store. warranty rights. Exchanges may be limited to a “like” item, if the item is • You may be able to get a refund for the difference if the available. For online purchases, you may have to call the price of the item you bought has decreased within a retailer’s customer service number to initiate the exchange. certain number of days. To make your return or exchange go smoothly: • Find out how to dispute a purchase, based on if you paid with cash, debit, credit, mobile app or payment device. • Read the seller’s return, exchange, and refund policy before You can dispute a purchase that you made using a mobile you make your purchase. app like any other credit card purchase (p. 15). Verify the • Present your original receipt, gift receipt, or packing slip. mobile app dispute process with your card issuer. • Find out if there is a restocking fee for the return.

4 1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 5 BUYER BEWARE

• Check for the number of days you have to return or exchange Deposit insurance. Is the bank insured by the Federal the item. If you have to ship it back, take the number of days in Deposit Insurance Corporation (FDIC)? Is the credit union transit into account. insured by the National Credit Union Share Insurance • In most cases, the item you’re returning must be unopened or Fund? You are insured up to $250,000 per financial institution. If you hold a joint account in the same bank unused. where you have individual accounts. the joint account is • Send back all the required pieces, accessories, and insured separately for up to $250,000. instructions that were included with the item. Some sellers Mobile banking. How do you access mobile banking may not give you a refund if these items are missing. features? Your state consumer protection office (p. 106) may offer more Convenience. Are there branches or ATMs close to where protections with returns and exchanges. Also, your credit card you work and live? Can you bank by phone or Internet? issuer may extend the window of time that you can return an item that you purchased with that card. Money transfer. Does the bank have a system that lets you transfer money to your accounts at other banks or to other people? Transaction Ordering. How are your transactions ordered BANKING (based on the time, type of transaction, or dollar amount)? The method could cause you to overdraft your account. If you are considering a checking account or another type of account with check-writing privileges, add these items to your list of things to think about: Number of checks. Is there a limit on the number of checks you can write per month? Holds on checks. What is the waiting period for checks to clear before you can withdraw the money from your account? Debit card fees. Are there fees for using your debit card? Account fees. Does the bank charge maintenance, withdrawal, or minimum balance fees?

Your bank accounts are primary ways to store your money, Overdrafts and Bounced Checks pay your bills, and build your savings. When you shop for a What happens if you try to cash a check, withdraw money, bank, consider the actual products and services, location of or use your debit card for an amount greater than the branches, fees, and online and mobile banking features. MANAGING SOMEONE ELSE’S BANK ACCOUNT SAVINGS AND CHECKING If you manage finances for a loved one, you’ll need access When it comes to finding a safe place to put your money, to their bank accounts. There are two common methods to there are a lot of options. Savings accounts, checking have access: accounts, certificates of deposit (CD), and money market accounts are popular choices. Each has different rules and • Power of attorney - allows you to make financial benefits that fit different needs. The bank or credit union transactions on behalf of another person while they are must provide you with the account terms and conditions alive. If the account holder dies, your power of attorney when you open your account. When choosing the one that rights end. You can’t use the account to pay bills or have is right for you, consider: the authority to close the account. Minimum deposit requirements. Do you have to keep a • Joint account - allows you to share ownership of the minimum dollar amount in your account to earn interest or account. You have the authority to use or close the avoid account maintenance fees? account if the other account holder dies. However, if Limits on withdrawals. Are there any penalties for the the other account holder wanted their money to go number of times you withdraw money from your account? to someone else after their death, that could cause Interest. Can you earn interest on your accounts? How challenges with the beneficiaries. frequently is it paid (monthly, quarterly)? Check with banks No matter what structure works best, remember to act or credit unions to see and compare their current published in the other person’s best interest, manage the money rates. carefully, keep their money separate from your own, and Online bill pay. Can you pay your bills directly from your keep good financial records. Visit www.consumerfinance. bank or credit union’s website or app? gov/managing-someone-elses-money for more details.

6 www.USA.gov To contact an organization, use the directory beginning on page 64 7 BANKING

amount of money in your account? It depends on whether • Use fraud protection features, so you will know if or not you opted in for overdraft protection: someone else tries to change your password or account • If you did not opt in, your bank will reject the payment and information. not pay on your behalf, and no fee is charged. It’s important to back up the data stored on your mobile • If you opted in for overdraft transfer protection, your bank devices, in case you lose it. If you can’t recover your phone will transfer money from your savings account or a line of or tablet, do a remote wipe, to remove sensitive information, credit, for a fee. Your bank will pay for transactions and including your banking information. If you backed up your BANKING charge you a fee, for each payment it covers for you. data, the information can be restored on a replacement device. Visit www.fdic.gov/consumers/overdraft to learn more. Mobile Deposits MOBILE BANKING You can take a picture of a check with your smart phone’s Banks offer access to their services from a mobile phone or camera, and then upload and deposit it in your account. tablet. Your bank may also offer a mobile app to keep track Remember, if you make a deposit through your mobile app of your account balance, pay bills, or transfer funds. To get the funds won’t be immediately available. Some banks hold the best of these benefits and protect yourself: the funds on mobile deposits for more than a week, before • Make sure that your mobile device and your banking app they are available to you. Before you snap that picture of are password protected. your check: • Access your accounts on secured connections. • Find out how long your bank holds the funds from mobile • Sign up for text message alerts to know when deposits. transactions affect your account, or if your account • Keep the physical check, just in case there is a problem. balance goes below a minimum threshold. After it has cleared, shred it. • Enable two factor authentication or thumbprints to secure • Find out if there are fees to use this feature. If so, are the access to your account. fees charged monthly, or per transaction? • Upload the check over a secured network, to protect your account and that of the person who wrote you the check. MOBILE PAYMENTS • Read your bank’s rules for mobile deposits. You can pay for purchases with a digital wallet connected Contact the Federal Deposit Insurance Corporation (p. 102) to a mobile phone app, fitness tracker, key fob, or smart for more information on mobile banking. watch. When it’s time to pay, you just hold your device near ATM/DEBIT CARDS a mobile payment terminal. You can use a debit card and personal identification Before you use these services, number (PIN) to withdraw cash from an automated teller ask: machine (ATM), make deposits, or transfer funds between accounts. Some ATMs charge a fee if you are not a member • How does the bank or credit of the bank’s ATM network. card issuer verify that it’s really you connecting a Retail purchases can also be made with a debit card. Be payment method to the digital wallet? cautious about using your card online, if your card will be out of your sight (sit down restaurants), places where the • How does the payment system verify your purchases final amount is uncertain (hotels), or where the card slot (fingerprint, PIN, text message)? could have been tampered with (self pay kiosks). • How does the mobile payment app protect you as it Although a debit card looks like a credit card, the money transmits your payment information to a seller? for the purchase is transferred immediately from your bank • Who is liable for fraudulent charges - you or your credit account to the store’s or service provider’s account. Federal card issuer? Many card issuers don’t hold you liable for law does not allow you to stop payment on debit card fraudulent purchases through mobile payments. But that purchase. isn’t always the case. Be suspicious of “shoulder surfers”, people who lurk • Is it possible to freeze your digital wallet if your device is around while you are using your debit card at an ATM or lost or stolen? Can this be done remotely? point of sale machine. If you suspect criminal activity, stop • How do you dispute a charge? your transaction and walk away. Consumer Action offers more tips at www.consumer- If you suspect your debit card has been lost or stolen, call the card issuer immediately. Your liability for unauthorized action.org/modules/articles/your_digital_dollars-mobile_ use of your ATM or debit card will vary, depending on how banking_and_mobile_payments. quickly you report the loss.

6 1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 7 BANKING

• If you report a debit card missing before it is used, you are or need. In addition, those “guarantees” for credit cards or not responsible for any unauthorized withdrawals. loans, without consideration of credit history, are probably a • Your liability is limited to $50 if you report the loss within scam. Legitimate lenders never guarantee credit. two business days after you realize your debit card PREPAID CARDS is missing. It increases to $500 if you report the loss between two and 60 days. Prepaid cards, prepaid debit, or stored value cards allow • If you have not reported an unauthorized use of a debit or you to make purchases and conduct financial transactions. ATM card within 60 days after the statement documenting Prepaid cards can be helpful if you don’t have a bank the unauthorized use, you could lose all of the money in account or a credit history. Read the card’s terms and your bank account and the unused portion of your line of conditions before you buy it. credit established for overdrafts. Prepaid cards carry protections similar to credit and debit • Sign up for text message or email alerts each time your cards. To obtain the benefits, follow the instructions to debit card is used, so that you can know immediately if it register and activate your card. Store your card number has been used fraudulently. and customer service telephone number, separately, so you can get a replacement if your card is lost or stolen. Some Check the policies of your card issuer; some offer more prepaid card issuers may charge fees for card activation, generous protections from fraud. maintenance, and cash withdrawals. UNSOLICITED CHECKS AND CREDIT OFFERS Gift cards, a type of prepaid card, have extra protections. Legitimate credit offers often come in the form of Funds on gift cards can’t expire within five years of when “convenience checks,” which credit card companies it was activated, unless the terms of expiration are clearly enclose with your monthly statement. However, disclosed. However, if you don’t use the card, the money convenience checks carry higher fees, a higher interest stored on it can be sent to the unclaimed money office in rate, and other restrictions. If you do not want the checks, your state or the state where the card issuer is incorporated. be sure to shred them to protect yourself from “dumpster Visit www.usa.gov/unclaimed-money to locate missing divers” and identity thieves. money. Beware of checks from someone in a foreign country who If you have a problem with a prepaid card, first contact the claims that you have won a foreign lottery, checks for customer service number. Some cards are issued by state investment opportunities, or online purchases. These could or national banks. If the problem still is not resolved with the be scams. Even if you deposit the check, the check may be bank or issuer, file a complaint with the proper authorities. illegal. Don’t rely on money from a check, especially foreign Contact the proper regulatory agency below: or unsolicited, until your bank says the check has cleared. TYPE OF INSTITUTION REGULATORY AGENCY If you cash a fraudulent unsolicited check , you could be State-chartered banks and Federal Deposit Insurance agreeing to pay for products or services you do not want trust companies Corporation (p. 102) and state banking BANKING SCAMS authorities (p. 119) Be aware of these common signs of banking scams: Banks with National Office of the Comptroller • Scammers create fake versions of your mobile banking in their name or N.A. of the Currency, U.S. app, to gain access to your account. after their name Department of the Treasury • Text messages that claim to be from your bank that (p. 100) require you to verify your bank account number or PIN. • Requests for you to deposit a check into your account, Federal savings and Office of the Comptroller as part of a fake lottery or sweepstakes. loans and federal of the Currency, U.S. savings banks Department of the Treasury Take steps to protect yourself: (p. 100) • Download the bank’s app directly from a link on their website to be sure it’s the real version. Federally chartered National Credit Union • Don’t reply to requests, by email or phone, to verify your credit unions Administration (p. 102) bank account. State-chartered banks that Federal Reserve System • Don’t deposit checks from people you don’t know. are members of the Federal (p. 102) For more information or to file a complaint, contact: Reserve System • Your bank or credit union’s fraud department. • The Federal Trade Commission (p. 102).

8 www.USA.gov To contact an organization, use the directory beginning on page 64 9 CARS

Buying a New Car CARS Do your research first and compare vehicles. • Research the dealer’s price for the car and options available. It is easier to get the best price when you know what the dealer paid for a vehicle. Locate the wholesale price. This figure factors in dealer incentives from a manufacturer and is a more accurate estimate of what a dealer paid for a vehicle. • Find out whether the manufacturer offers rebates that will

lower the cost of the vehicle. CARS • Get price quotes from several dealers. Ask if the quotes are the prices before or after rebates are deducted. • Avoid buying credit insurance, extended warranties, auto club memberships, rustproofing, and upholstery finishes. If these costs are rolled up in your vehicle loan, you’ll have to pay interest on them. See “Service Contracts and BUYING A CAR Extended Warranties” (p. 2). Whether you buy or lease a vehicle, these tips will help you Buying a Used Car get the best deal and avoid problems: • Contact your state or local consumer protection office • Decide what kind of vehicle best suits your needs and (p. 106) to learn about your rights when buying a used car. budget. • Contact your state’s motor vehicle department to find out • Check out the seller. Research car dealers with your what paperwork you will need to register a vehicle. state or local consumer protection agency (p. 102) and • Check prices of similar models using the NADA Official Better Business Bureau (p. 67). If you are buying from an Used Car Guide (www.nadaguides.com), published by the individual, check the title to make sure you are dealing National Automobile Dealers Association, or the Kelley with the vehicle’s owner. Blue Book (www.kbb.com). These guides are usually • Take a test drive. Drive at different speeds and check for available at local libraries. smooth right and left turns. On a straight stretch, make sure the vehicle does not pull to one side. CHOOSE A SAFE VEHICLE • Handle trade-ins and financing separately from your Crash tests can purchase to get the best deal on each. Get a written price help you determine quote before you talk about a trade-in or dealer financing. how well a vehicle • Shop in advance for an auto loan. Compare financing will protect you options at credit unions, banks, or finance companies. in a crash. These Consider the total finance charges and the Annual organizations Percentage Rate (APR), not just the monthly payment. perform crash tests • Ask what phrases, like “all-new”, “redesigned”, “next and rate vehicles: generation” really mean in terms of a car’s appearance, • The National Highway Traffic Safety structure, and performance. Administration. Each year, NHTSA (www.nhtsa.gov) • Read the fine print in ads and promotions. Often, you crashes vehicles head-on into a wall and bashes them must have a high credit score to qualify for low monthly broadside to test their ability to protect their occupants. payments, no down payment, or to skip a payment. NHTSA focuses on evaluating vehicle restraints such as • Read and understand every document you sign. air bags and safety belts. • Don’t take possession of the car until all paperwork is • The Insurance Institute for Highway Safety. A approved. different test by the IIHS (www.iihs.org) uses offset- • Consider the effect that different models will have on your frontal car crashes to assess the protection a vehicle’s insurance policy and premiums (p. 31). structure provides. • Compare miles-per-gallon ratings of vehicle models and • Consumer Reports. The annual auto issue of their annual fuel estimates. Visit www.fueleconomy.gov to Consumer Reports (www.consumerreports.org) rates research mileage and fuel efficiency reports. vehicles in terms of overall safety. Its safety score combines crash test results with a vehicle’s accident- avoidance factors — emergency handling, braking, acceleration, and even driver comfort.

8 1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 9 CARS

• Research the vehicle’s history. Ask the seller for details Dealer Versus Private-Party Purchases concerning past owners, use, and maintenance. Find out The Federal Trade Commission requires dealers to post a whether the car has been damaged in a flood, crash, or Buyer’s Guide in the window of each used car or truck on labeled a “lemon.” Visit www.vehiclehistory.gov to buy their lot. This guide specifies whether the vehicle is being vehicle history reports gathered from state motor vehicle sold “as is” (in the vehicle’s current condition, without a departments and other sources. These reports are warranty) or with a warranty, and what percentage of repair helpful but aren’t a guarantee that a vehicle is accident- costs a dealer will pay under the warranty. Keep in mind free. Also, visit www.safercar.gov to find out if a car has that private sellers generally have less responsibility than been recalled. dealers do for defects or other problems. FTC rules do not • Research the car’s title history with your state motor apply to private-party sales. vehicle department. Make sure there isn’t a lien against it. Buying a used car from a dealer is often more expensive • The Center for Auto Safety (www.autosafety.org) than buying from an individual. Many dealers inspect their provides information on safety defect recalls and cars and provide an inspection report. However, this is no complaints. substitute for your own inspection. Some dealers provide • Compare the mileage disclosures to the car’s odometer limited warranties, and most sell extended warranties. reading. Warranties may not cover a car’s pre-existing conditions, so that’s another important reason to have the car checked by • Check the warranty. If a manufacturer’s warranty is still a mechanic before you buy. Watch out for dealer warranties in effect, contact the manufacturer to make sure you can that are “power train” warranties only, and not “bumper- use the coverage. to-bumper,” full-coverage warranties. Compare dealer • Ask about the dealer’s return policy. Get it in writing and warranties with ones that are available from other sources. read it carefully. Some dealers sell “certified” used cars. This means that the • Have your mechanic inspect the car. Talk to the seller and cars have had a more thorough inspection and come with agree in advance that you will pay for the examination a limited warranty. Prices for certified cars are generally if the car passes inspection, but the seller will pay higher. Be sure to get a list of what was inspected and what if significant problems are discovered. A qualified is covered under the warranty. mechanic should check the vehicle’s frame, tires, air bags, undercarriage, as well as the engine. If you still owe money on your trade-in, make sure that the new dealership pays off the existing loan. There isn’t a law • Examine dealer documents carefully. Make sure you are that requires a dealer to pay off the loan within a specific buying—not leasing—the vehicle. Leases use terms such number of days. as “balloon payment” and “base mileage” disclosures. Buying a used car from a dealer offers more protections, because you are dealing with an institution, which must abide by consumer laws. Purchasing a car from a private BEWARE: CAR HACKING seller may save you money, but there are risks. The car could be stolen, damaged, or still under a finance Cars include computer systems, such as Bluetooth, agreement. If a private seller lies to you about the condition navigation and entertainment systems, Wi-Fi, and key of the vehicle, you may sue the individual if you have fobs. This technology is convenient, but hackers can evidence. An individual is very unlikely to provide a written use these systems to hack into your car, remotely. They warranty. can take control of important functions, like steering or braking, or access apps and phone logs. If you connect FINANCING your mobile phone to your car, through Bluetooth, your Most buyers need some form of financing to purchase contacts, personal information, and payment details a vehicle. Many use direct lending, that is, a loan from a stored in apps could be stolen. Take steps to protect finance company, bank, or credit union. In direct lending, a your car, your safety, and other drivers on the road: buyer agrees to pay the amount financed, plus an agreed- upon finance charge, over a specified time period. Once • Turn off Bluetooth or Wi-Fi when you aren’t using a buyer and a vehicle dealership enter into a contract to them. purchase a vehicle, the buyer uses the loan proceeds from • Ask your mechanic to install security updates and the direct lender to pay the dealership for the vehicle. patches to make your car’s systems more secure. Another common form is dealership financing, which • Clear the memory in your car’s GPS, or Bluetooth offers convenience and sometimes special, manufacturer- connection between your car and phone. especially sponsored, low-rate deals. Before you make a financing in rental cars or if you participate in car sharing. decision, it is important to do your research: • Set your budget and stick to that limit. • Get a copy of your credit report and correct any errors before applying for a loan.

10 www.USA.gov To contact an organization, use the directory beginning on page 64 11 CARS

• Check car buying guides to identify price ranges and best • Find out what the down payment, or capitalized cost available deals. reduction, is for the lease. Consumers with better credit • Beware of “loan packing”. This is where a dealer presses scores qualify for the low down payments and rates that you to add features and extended warranties to drive up are advertised in commercials and online. the amount of your loan. • Calculate the total cost over the life of the lease, and • Request a loan that does not include a prepayment include the down payment. A lease with a higher down penalty if you pay off your loan before the loan is due. payment and low monthly payments may be a better deal for you. • Ask to see the credit application, completely filled out, before you sign it. Make sure your income is reported • Consider using an independent agent rather than a car dealership; you might find a better deal. Most financial correctly. CARS institutions that offer auto financing also offer leasing • Get a copy of all your signed paperwork. options. More information about vehicle financing, deciding what • Ask for details on wear and tear standards. Things that you can afford, and consumer protections is available you regard as normal wear and tear could be billed as at www.consumer.ftc.gov/articles/0056-understanding- significant damage at the end of your lease. vehicle-financing. Visit www.consumerfinance.gov/ complaint to file a complaint about your auto loan. • Find out how many miles you can drive in a year. Most leases allow 12,000 to 15,000 miles a year. Expect a charge LEASING of 10 to 25 cents for each additional mile. When you lease, you pay to drive someone else’s vehicle. • Check the manufacturer’s warranty; it should cover the Monthly payments for a lease may be lower than loan entire lease term and the number of miles you are likely to payments, but at the end of the lease, you do not own or drive. have any equity in the car. To get the best deal, follow the • Ask the dealer what happens if you give up the car before general suggestions for buying a car (p. 9) and these tips: the end of your lease. There may be extra fees for doing so. • Compare leasing versus owning. The Consumer Leasing • Ask what happens if the car is involved in an accident. Act requires leasing companies to give you information on • Get all of the terms in writing. Everything included with monthly payments and other charges. the car should be listed on the lease to avoid your being • Shop around to compare lease offers from multiple charged for “missing” equipment. dealers. Get more information about auto leases from www. consumerfinance.gov/askcfpb/815/should-i-buy-or-lease- whats-difference.html. BEWARE: GAS PUMP SKIMMNG RECALLS, LEMON LAWS, AND SECRET Skimmers are devices that steal your credit or debit WARRANTIES card number. Thieves get this information by placing Sometimes a manufacturer makes a design or production the skimmer over the credit card slot at gas pumps (and mistake on a motor vehicle. A technical service bulletin ATMs). They may also collect your PIN by attaching notifies the dealer of the problem and how to resolve it. a video camera or another keypad over the real one to They are called “secret warranties” because these free record your keystrokes. Beware of a gas pump if: repairs are not publicized, • The card reader moves or is unsteady. Tug on the If you have a problem with a vehicle that is a safety hazard, card slot to check if it moves. check whether the manufacturer has recalled your vehicle. • The card reader looks differently than those at the Find information about recalls, and other safety defects in NHTSA’s database at www-odi.nhtsa.dot.gov/owners/ other pumps. SearchSafetyIssues or call the DOT’s Vehicle Safety • The keypad feels strange, thicker, or isn’t secure. Hotline at 1-888-327-4236. You should report hazards that • The edges of the card reader unit look like someone are not listed to your dealer, the manufacturer of the vehicle tried to pry it open or the lock is broken. (p. 65), and NHTSA at https://www-odi.nhtsa.dot.gov/ • The security seal over the front panel of the gas VehicleComplaint/. If there is a safety-related defect, the pump is broken. maker must fix it at no cost to you—even if your warranty has expired. Prevent gas skimmer fraud by paying with the gas station attendant instead of at the pump. If the card “Lemon” Laws reader seems suspicious, report it to the gas station If you have a vehicle with a unique problem that just never attendant. seems to get fixed, you may have a “lemon”. If your car is declared a “lemon” you will have the right to return the car If you have been a victim of credit or debit card fraud, for a refund. The “lemon” law requirements vary from state alert your card issuer. to state, but the criteria to qualify as a lemon often includes

10 1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 11 CARS these conditions: diagnosed on the spot, insist that the shop contact you to • The defects must occur early, within the car’s first year or get your approval once it has found the problem. within the first 12,000 to 15,000 miles. • Ask the shop to return the old parts to you. • The car must have a substantial defect on parts like the • Follow the warranty instructions if a repair is covered engine, transmission, or steering controls. under warranty. • You have to have given repair shops a reasonable number • Get all repair warranties in writing. of attempts to fix the problem. • Keep copies of all paperwork. • Your car was in a repair shop and you were unable to use Some states, cities, and counties have laws that deal it for a certain number of days within the year. with auto repairs. Contact your state or local consumer Contact your state or local consumer protection office protection office (p. 106) for information on the laws in your (p. 106) to learn whether you have such protections and state. View the FTC’s consumer guide to auto repair at what steps you must take to get your problem solved. If you www.consumer.ftc.gov/articles/0211-auto-repair-basics for believe your car is a “lemon”: more information. • Give the dealer a list of the problems every time you bring CAR REPOSSESSIONS it in for repairs. When you borrow money to buy a car or truck, the lender • Get and keep copies of the repair orders listing the can take your vehicle back if you miss a payment or violate problems, the work done, and the dates the car was in the the contract. The lender: shop. • Can repossess with cause without advance notice. • Contact the manufacturer, as well as the dealer, to report the problem. Check your owner’s manual or the directory • Can insist you pay off the entire loan balance to get the of automotive manufacturers (p. 65). repossessed vehicle back. The Center for Auto Safety (p. 104) gathers information and • Can sell the vehicle at auction. complaints concerning safety defects, recalls, technical • Might be able to sue you for the difference between the service bulletins, and state “lemon” laws. vehicle’s auction price and what you owe. • Cannot break into your home or physically threaten REPAIRS someone while taking the vehicle. Whenever you take a car to the repair shop: Some lenders don’t repossess the actual car, but install a • Choose a reliable repair shop. Family, friends, or an starter interrupt device in your car when you buy it. If you independent consumer-rating organization should be fall behind on payments, they can press a button to disable able to help you. Look for shops that display various your car. certifications that are current. You should also check If you know you are going to be late with a payment, talk to out the shop’s record with your state or local consumer the lender. If you and the lender reach an agreement, be protection office (p. 106), or the Better Business Bureau sure to get the agreement in writing. Contact your state or (p. 67). local consumer protection office (p. 106) to find out whether • Describe the symptoms. Don’t try to diagnose the your state gives you any additional rights. problem. • Make it clear that work cannot begin until you have an RENTING estimate (in writing, preferably) and you approve it. Before renting a car: Never sign a blank repair order. If the problem cannot be • Ask what the total cost will be after all fees are included. There may be an airport surcharge or fees for drop-off, insurance, fuel, mileage, taxes, additional-drivers, and equipment rental (for GPS and car seats). • Check in advance to be sure you are not duplicating insurance coverage. If you decline coverage, make sure to get it in writing to prevent surprise charges. You might also have coverage through your personal auto insurance (p. 31), an auto club membership, or the credit card you use to reserve the rental. • Review your rental receipt to make sure that you were not charged for services you did not request. • Carefully inspect the vehicle and its tires before renting, and when you return it. Try to return the car during regular hours so you and the rental staff can look at the car together to verify that you did not damage it.

12 www.USA.gov To contact an organization, use the directory beginning on page 64 13 CREDIT

• Availability of cars. Are there cars available at times CAR SCAMS that you need one? How far in advance do you need to Be aware of these common signs of car scams: reserve a vehicle? • Attendants. Are there on-site staff present when you • Dealer promises to pay the loan balance on your trade in check out your car and return it? This can be very helpful vehicle, but doesn’t pay. when you need to verify that the car is returned in the • The dealership calls you after purchase to say that same condition as when you borrowed it. financing fell through. Now you have to sign new • Fuel. Do you have to pay for gas out of your own pocket paperwork with higher interest rates, after you already or does the company pay for it? have the car. • Extension of time. How easy is it to extend the length • Mechanics use scare tactics to convince you to get of your rental? Is it done through an app or is there a services you don’t need. dedicated customer service hotline? Take steps to prevent being a victim: • Cancellation. How far in advance must you give notice CREDIT • Contact your dealer about the status of warranties and in order to cancel a reservation or your membership? service packages. Can the company cancel your membership without notification? • Pay off existing car loans before trading the car in. • Damages. Are you responsible for damages, even • Set up financing with a bank or lender before going to if they were not your fault or they happened after you the dealership returned the car? This is especially important if you return • Get written estimates for repair work. the car to a lot that does not have on-site staff. For more information or to file a complaint, contact: • Insurance. Is insurance included? You may be insured • State consumer protection office (p. 106). by a personal policy or the credit card that you use to pay for this service. • Federal Trade Commission (p. 102).

• Check refueling policies and charges. Some rental companies, particularly at airports, require you to refuel CREDIT within a 10 mile radius of the airport or show a fuel receipt when you return the car. • Pay with a credit card rather than a debit card to avoid holds on the funds in your checking account. • If you connect your mobile device to the car’s Wi-Fi or infotainment system, clear the rental car’s Bluetooth memory, including in car GPS, phone’s call log, and contacts from the car memory. Visit www.insureuonline.org/consumer_auto_car_rental_ insurance.htm for more information about renting a car and the insurance options. Some states have laws to address your rights with short-term car and truck rentals. Contact your state or local consumer protection office (p. 106) for information or to file a complaint. Credit is the opportunity to borrow money from a bank, CAR SHARING SERVICES credit union, finance company, store, or credit card issuer Even if you do not own a car, there are times when you may to make a purchase. Your ability to manage credit and repay need access to one. In addition to car rental companies, loans can affect your ability to get other loans, rent an you can now subscribe to services offered by car sharing apartment, insurance rates, or get a job. Not having a credit companies. These companies allow you to borrow a vehicle history can also increase the interest rates for borrowing for short-term use, without the cost of car ownership. These money and the amount you pay for apartment or utility car sharing services charge members on an hourly basis, as service deposits. opposed to a daily or weekly rate. Do some research. Talk to The Equal Credit Opportunity Act offers you protection. subscribers or read online reviews about their experiences. When you apply for credit, a creditor may not: Ask about: • Ask about or consider your sex, race, national origin, or • Fees. What are the fees the company charges (annual religion. fees, application fee)? Are they refundable, even if you • Ask about your marital status or your spouse—unless cancel or are denied membership? you are applying for a joint account or relying on your

12 1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 13 CREDIT

spouse’s income, or you live in a community property Lenders may consider your home a commercial property, state (Arizona, California, Idaho, Louisiana, Nevada, New instead of a personal residence. As a result, the lender may Mexico, Texas, Washington, or Wisconsin). deny your home equity loan application or charge a higher • Ask about your plans to have, or raise, children. interest rate. • Refuse to consider public assistance income, regularly Installment Loans received alimony, or child support. Installment loans are loans that are repaid over time with • Refuse to consider income because of your sex or marital a set number of scheduled payments. The most common status, or because it is from part-time work or retirement installment loans are mortgages or car loans. Before you benefits. sign an agreement for a loan to buy a house, a car, or other You have the right to: large purchase, make sure you fully understand all of the lender’s terms and conditions, including: • Have credit in your birth name, your first name and your spouse/partner’s last name, or your first name and a • The dollar amount you are borrowing. combined last name. • The payment amounts and when they are due. • Have a co-signer other than your spouse if one is • The total finance charge, including all interest and fees necessary. you must pay to get the loan. • Keep your own accounts after you change your name • The APR, the rate of interest you will pay over the full term or marital status or if you retire, unless the creditor has of the loan. evidence that you are unable or unwilling to pay. • Penalties for late payments. • Know why a credit application is rejected—the creditor • What the lender will do if you cannot pay back the loan. must give you the specific reasons, or tell you where and • Penalties if you pay the loan back early. how you can get a copy of the credit report it used to determine its rejection, if you ask within 60 days. The Truth in Lending Act requires lenders to give you this information so you can compare different offers. • Have accounts shared with your spouse reported in both of your names. CREDIT CARDS • Know how much it will cost to borrow money. A credit card lets you buy goods and services on credit, For more on your credit rights, visit www.consumer.ftc.gov/ with the promise that you will pay the issuer the amount you articles/0347-your-equal-credit-opportunity-rights or borrowed. Having a credit card is sometimes necessary to www.consumerfinance.gov/fair-lending. make travel reservations and create online accounts. Some sellers, in fact, only accept credit or debit card payments. LOANS There are many types of credit cards with various features. There are different types of loans. Some are secured The card you choose depends on how you plan to use it. loans, where you pledge collateral. Collateral is an item Are you going to use it for everyday purchases or larger you already own, such as a house or car, that you promise purchases? Do you plan to pay off your balance each to forfeit to the lender if you are unable to repay the loan. If month? you can’t repay the loan, the lender will take your collateral When you apply for a credit card, consider: to get their money back. Unsecured loans, such as credit cards and student loans, do not use property as collateral. • Variable Annual Percentage Rate (APR). If the Lenders consider these as more risky than secured loans, interest rate is variable, how is it determined, and when so they charge a higher interest rate for them. can it change? • Periodic rate. This is the interest rate used to determine Home Equity Loans the finance charge on your balance each billing period. A home equity loan is a form of credit where your home • Annual fee. While some cards have no annual fee, is used as collateral for the loan. This type of loan is often others expect you to pay an amount each year for being a used to pay for major expenses, such as education, medical cardholder. bills, and home repairs. If you are unable to make payments • Rewards programs. Can you earn points for flights, on time, you could lose your home. hotel stays, and gift certificates for stores or services? Home equity loans can be either a revolving line of credit Use online tools to find the card that offers the best or a lump sum. Revolving credit lets you withdraw funds rewards for you. when you need them. A lump sum is a one-time, closed-end • Grace period. This is the number of days you have to pay loan for a particular purpose, such as remodeling or tuition. your bill before finance charges start. Without this period, Apply for a home equity loan through a bank or credit union you may have to pay interest from the date you use your first. These loans are likely to cost less than those offered card or the date the purchase is posted to your account. by finance companies. • Finance charges. Most lenders calculate finance If you rent your home, or even a room, on a short term basis charges using an average daily account balance, which it may be harder to refinance or get a home equity loan. is the average of what you owed each day in the billing

14 www.USA.gov To contact an organization, use the directory beginning on page 64 15 CREDIT

CHIP AND PIN CREDIT CARDS ORDER YOUR FREE CREDIT REPORTS Chip and PIN credit cards offer you additional protection You can request a free credit report once a year from each from fraud. The chip makes it difficult for a counterfeiter to of the three major credit reporting agencies—Equifax, produce a fake credit card using your payment information. Experian, and TransUnion. If you ask the credit bureaus Even with more security features, you still need to secure directly, they will charge you a fee to obtain your report. You your credit cards. Check your statements regularly, don’t may want to request your credit reports one at a time, every share your PIN, and report suspected fraud to your credit four months, so you can monitor your credit throughout card issuer. Visit www.consumerfinance.gov for more the year without having to pay for a report. Order your free information. report, through www.annualcreditreport.com or call 1-877-322-8228. Check the accuracy of your credit report when you get it.

cycle. Look for offers that use an adjusted balance, which CREDIT subtracts your payment from your beginning balance. • Is your full name, social security number, birthdate, and This method usually has the lowest finance charges. address correct? Check whether there is a minimum finance charge. • Are employers, creditors, or home addresses listed that • Other fees. Ask about fees when you get a cash advance, don’t belong to you? make a late payment, or go over your credit limit. Some credit card companies also charge a monthly fee. Be • Are account statuses correctly reported as open, careful: sometimes companies will upsell by offering closed, or delinquent? other services such as credit protection, insurance, or • Do judgements, such as liens or bankruptcies, appear debt coverage, that you don’t need. correctly? • Terms and conditions. Read the agreement before If there are any inaccuracies, contact the credit reporting you apply for the card to make sure that you agree with agency and creditor that furnished that information to the requirements, such as mandatory arbitration or get it corrected. If they don’t fix your report, you can file a repossession clauses. complaint with the Consumer Financial Protection Bureau. • Balance carry over. Charge cards require you to pay the entire amount due at the end of the statement period. The Consumer Financial Protection Bureau (CFPB) Typical credit cards allow you to carry a balance. provides information on selecting a credit card appropriate • Security features. Does the card issuer offer fraud for your needs. See “How do I Shop for a Credit Card,” on alerts or text messages immediately after purchases, or the CFPB website, www.consumerfinance.gov/blog/how- let you turn your card on and off? do-i-shop-for-a-credit-card. Protect your physical card and the credit card number. If a Complaints thief gets it, they can make a duplicate card to use in stores. Call the number on the back of your card to complain about a He or she could use your number online or save it in a digital problem with your credit card company. If that doesn’t work, wallet. If you lose your credit card or it is stolen, call the contact the CFPB (p. 93). If you fail to resolve the issue, issuer immediately. Once you report it, you have no further ask for the name, address, and phone number of the card responsibility for unauthorized charges. Your maximum company’s regulatory agency. See the chart on page 8 to find liability under federal law is $50 per card. the best federal or state regulatory agency to contact. The Fair Credit and Charge Card Disclosure Act requires Contact the CFPB to complain about a credit bureau. For credit and charge card issuers to include the interest rates, complaints about a department store that offers credit, terms and conditions, and fees on credit applications. You or other Federal Deposit Insurance Corporation (FDIC)- can also do your own research. There are many websites insured financial institution, write to the agency’s Consumer available to help you compare credit cards; some provide Response Center (p. 102). free credit card tips, credit card reviews, and calculators. You have a right to cancel your card at any time. However, Credit Card Billing Disputes that doesn’t cancel any outstanding balance on the card. Under the Fair Credit Billing Act, you have the right to Continue paying the credit card bill until the balance is $0. dispute charges on your credit card that you did not make, If you used this credit card number for recurring charges, are incorrect, or are for goods or services you did not such as insurance premiums or gym memberships, receive. To dispute these charges: make sure to update your payment information. See the • Send a letter to the creditor within 60 days of the “Recurring Payments” box on page 27 for more information. statement date of the bill with the disputed charge. Visit www.consumerfinance.gov/credit-cards/ • Include your name and account number, the date knowbeforeyouowe to view an interactive version of a and amount of the disputed charge, and a complete sample credit card bill. explanation of why you are disputing the charge. Send

14 1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 15 CREDIT

your letter by certified mail. Request a return receipt, to make sure it is received. SOFT AND HARD CREDIT INQUIRIES The creditor or card issuer must: Soft and hard credit inquiries are two ways of pulling your • Acknowledge your letter in writing within 30 days of credit report. Both give a company access to your credit receiving it and conduct an investigation within 90 days of history, but they are used for different reasons and have receiving your letter. You do not have to pay the amount in different impacts on your credit score. dispute during the investigation. A soft inquiry occurs when a company pulls your credit • Credit your account and remove any fees, if there was an report, without you initiating it. Lenders and credit error. companies do a soft inquiry to decide whether or not to • Tell you, in writing, what you owe and why, if the bill is pre-approve you for credit. Employers, current lenders, correct. You must then pay it, along with any related and landlords may also do a soft pull. Downloading your finance charges. own credit report is another example of a soft inquiry. Soft If you do not agree with the creditor’s decision, file a inquiries don’t affect your credit score. complaint with the CFPB. You may also file a lawsuit against A hard inquiry occurs when a lender pulls your credit the creditor, unless your credit card agreement includes a report to make a lending decision, after you apply for mandatory arbitration clause (p. 62). credit. You have to authorize hard inquiries. Each hard CREDIT REPORTS AND SCORES inquiry can reduce your credit score. If there are hard inquiries on your credit report, that you didn’t authorize, it A credit report contains past information on where you could be fraud. Dispute hard inquiries you didn’t authorize work and live, how you pay your bills, liens, and whether you with the creditor listed and the credit bureaus. If neither have filed for bankruptcy. Credit reporting agencies (CRAs) will help, file a complaint with the CFPB (p. 93). gather this information and sell it to creditors, employers, insurers, and others. The most common type of CRA is the credit bureau. There are three major credit bureaus: • Equifax: 1-800-685-1111 or www.equifax.com. To place a CREDIT CARD BALANCE TRANSFERS fraud alert on your credit report, call 1-888-766-0008. If you want to reduce your debt, you could transfer other • Experian: 1-888-397-3742 or www.experian.com. credit balances to a credit card with a lower interest rate. • TransUnion: 1-800-888-4213 or www.transunion.com or The card issuer may also offer a low teaser interest rate, 1-888-909-8872 to place a fraud alert. 0-5%, for a set introductory period. Use an online balance File a complaint with the CFPB (p. 93) if you have a problem transfer calculator to see if you’ll actually save money by or dispute with a credit reporting agency. consolidating your debt. Consider all the factors before Credit Scores you transfer a balance: A credit score is a number that lenders and other • Will you qualify for the advertised interest rates and companies use to evaluate your credit risk, at one point teaser rates? Only people with good or excellent credit in time. Scores generally range between 300 and 850. The scores qualify for the advertised rates. higher your score, the less risk you pose to creditors. • How long will the teaser rate be in effect? Credit scores are based on the information in your credit • Will your budget allow you to pay the balance off before reports, such as: the introductory period ends? • Payment history. Do you pay your debt on time? • How much is the balance transfer fee? The card • Available credit. What is the total amount of credit issuer will assess a balance transfer fee, often 3-5% available across all of your accounts? of the transferred balance. You must pay this amount • Credit utilization. How much of your available credit immediately. are you using? • What is the maximum amount you can transfer? • Inquiries and new accounts. Have you recently • Will you lose the introductory rate if you are late making applied for credit or purchased items that required a a payment? company to review your credit reports? Continue paying on your existing credit card balance, until • Type of accounts. What is the mix between your you get a confirmation that balance has transferred. Visit mortgage, car loans, credit cards, and other credit www.consumerfinance.gov and studentaid.ed.gov/sa/ accounts? repay-loans/consolidation to learn more about other debt • Length of your credit history. What is the age of and student loan consolidation. your oldest and newest accounts, along with the average across all accounts? There is no universal credit score; there are different versions, created by different companies. Each credit score 16 www.USA.gov To contact an organization, use the directory beginning on page 64 17 CREDIT

provider uses their own formula to create a score for you FCRA requires that company to notify all nationwide credit and places different amounts of emphasis on these factors. reporting agencies to correct your file. If the investigation Although you can get your free credit reports from does not solve your dispute, ask that your statement www.annualcreditreport.com, you normally have to pay to concerning the dispute be included in your file. A notice get your credit score. Some credit card issuers include a of your dispute must be included whenever the credit credit score to card holders on their credit card statement. reporting agency reports the negative item. If the creditor that supplied the information about you goes out of Tips for Building a Better Credit History business, or can’t confirm its accuracy, the credit reporting • Pay your bills on time. Delinquent payments and agency must remove the item from your credit report. collections negatively affect your score. • Keep balances low on credit cards and other “revolving DEALING WITH DEBT credit.” High outstanding debt lowers your score. To reduce your amount of debt, you can do some work on your own. Contact your creditors and inform them that you • Apply for and open new credit accounts only as needed. CREDIT Don’t open an account just to have a better credit mix. are having difficulty making payments; they may be able to modify your payment plan. First, develop a realistic budget • Pay off debt instead of moving it around. so you can see your income and expenses in one place You do not rebuild your credit score; you rebuild your credit and look for ways to save money. Visit www.consumer.gov/ history. Time is your ally in improving your credit. There is articles/1002-making-budget#!what-it-is for help in creating no “quick fix” for a bad credit score, so be suspicious of any a budget. deals that offer you a fast, easy solution. Debt Collection Negative Information in Your Credit Report The Fair Debt Collection Practices Act applies to those Negative information concerning your use of credit who collect debts owed to creditors for personal, family, can be kept in your credit report for several years. If and household expenditures. These debts include car the information is accurate, only time, hard work, and a loans, mortgages, charge accounts, and money owed for personal debt repayment plan will improve your credit medical bills. A debt collector is someone hired to collect history. A bankruptcy can be kept on your credit report money you owe. for 10 years, paid tax liens for seven years and unpaid tax Within five days after a debt collector first contacts you, the liens indefinitely. Information about a lawsuit or an unpaid collector must send you a written notice that tells you the judgment against you can be reported for seven years or name of the creditor, how much you owe, and what action until the statute of limitations runs out, whichever is longer. to take if you believe you do not owe the money. If you owe Hard inquiries remain on your report for two years. the money or part of it, contact the creditor to arrange for Other negative items that can land on your credit report payment. If you believe you do not owe the money, contact are outstanding parking fines and local government debts, the creditor in writing and send a copy to the collection once turned over to a collection agency. agency with a letter telling it not to contact you. A company can deny you credit, housing, insurance, or A debt collector may not: a job as a result of a credit report. If this happens, the • Contact you at unreasonable times, for example, before 8 company must give you the name, address, and telephone am or after 9 pm, unless you agree. number of the CRA that provided the report. Under the Fair Credit Reporting Act (FCRA), you have the right to request • Contact you at work if you tell the debt collector your a free report within 60 days if a company denies you credit employer disapproves. based on the report. Incorrect Information in Your Credit Report If there is inaccurate or incomplete information in your credit report: • Contact the CRA and the company that provided the information. • Tell the CRA in writing what information you believe is inaccurate. Keep a copy of all correspondence. • You can upload, mail, or fax any important documents (paid bill, letter stating that a bill has been paid) about your report to the major credit reporting agency’s online dispute website when you submit your dispute. Under the FCRA, the information provider is required to investigate and report the results to the credit reporting agency. If the information is found to be incorrect, the

16 1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 17 CREDIT

• Contact you after you write a letter telling the collector to • Ask for a contract. All verbal promises should be in stop, except to notify you if the collector or creditor plans writing before you pay any money. to take a specific action. • Are your counselors accredited or certified? Legitimate • Contact your friends, relatives, employer, or others, credit counseling firms are affiliated with the National except to find out where you live and work. Foundation for Credit Counseling (p. 137) or the Financial • Harass you with repeated telephone calls, profane Counseling Association of America (p. 136). language, or threats to harm you. Check with your local consumer protection agency (p. 106) • Make any false statement or claim that you will be arrested. and the Better Business Bureau (p. 67) to see whether any complaints have been filed about the counseling service • Threaten to have money deducted from your paycheck you are considering. or to sue you, unless the collection agency or creditor intends to do so and it is legal. Contact the U.S. Trustee Program at www.justice.gov/ust or File a complaint about a debt collection company with call 202-514-4100 if you have concerns about approved credit the Consumer Financial Protection Bureau (p. 93), the counseling agencies or credit counseling providers. Federal Trade Commission (p. 102) and your state or local Credit repair companies advertise that they can erase bad consumer protection agency (p. 106). credit for a hefty fee. Don’t believe it. Under the Credit Repair Organizations Act, credit repair companies cannot Credit Counseling Services require you to pay until they have completed promised Counseling services are available to help you budget money services. They must also give you: and pay bills. Credit unions, extension offices, military family service centers, and religious organizations offer free • A copy of the Consumer Credit File Rights Under State and or low-cost credit counseling. Federal Law before you sign a contract. Some local nonprofit agencies provide educational • A written contract that spells out your rights and programs on money management. They can also help you obligations. develop debt payment plans. Make certain that the agency is • Three days to cancel without paying any fees. accredited by a nationally recognized association of credit Some credit repair companies promise to help you establish counselors. a whole new credit identity. You can be charged with Typically, a counseling service will negotiate lower fraud if you use the mail or telephone to apply for credit payments with your creditors, and then make the payments with false information. It is also a federal crime to make using money you send to it each month. The cost of setting false statements on a loan or credit application, to give up this debt-management plan is paid by the creditor, not a false Social Security number, or to obtain an Employer you. Ask these questions to find the best counselor for you: Identification Number from the Internal Revenue Service under false pretenses. Contact your state consumer affairs • What services do you offer? Look for an organization office (p. 106) if you were the victim of a credit repair scam. that offers budget counseling and money management classes as well as debt-management planning. • Do they offer free information? Avoid organizations that CREDIT SCAMS charge for information or make you provide a lot of details Be aware of these common signs of credit scams: about your problem first. • A credit repair company offers to issue a credit profile • What are the fees? Are there set-up and/or monthly fees? number to rebuild your credit. These numbers are often Beware of agencies that charge large up-front fees. stolen social security numbers. • How will the debt-management plan work? What debts • Debt collectors contact you to collect on “phantom” or can be included in the plan, and will you get regular “ghost” debts that you don’t actually owe. reports on your accounts? • Can they negotiate with creditors to lower or eliminate Take these steps to avoid being a victim: interest and fees? If the answer is yes, contact your • Don’t accept offers for a new ID number as a way to creditors to verify the agreement. improve your credit. • Are the counseling fees mandatory or is it possible to get • Get your credit reports at www.annualcreditreport.com services for a reduced price or for free? If an organization to verify credit accounts in your name. will not help you because you cannot afford to pay, go For more information or to file a complaint, contact: somewhere else for help. • Your state consumer protection office (p. 106). • Will the counselor help you prevent future debt problems? Getting a plan for avoiding future debt is as • Consumer Financial Protection Bureau (p. 93). important as solving the immediate debt problem.

18 www.USA.gov To contact an organization, use the directory beginning on page 64 19 EDUCATION

EDUCATION FOR-PROFIT SCHOOLS For-profit colleges offer a flexible way to attend college, but some of them don’t live up to their promises. Some recruiters use high pressure sales tactics to rush you into enrolling. They may overstate the qualifications of instructors, lie about the school’s accreditation or ability to transfer credits, overpromise on your job prospects, exaggerate graduation rates, and the success of previous graduates. Unlike traditional colleges, you must sign a contract before starting classes. If you have a problem with the school’s program or policies, you may be banned from suing, due to a mandatory arbitration clause in the contract. If you enroll at a for-profit school: • Read the terms and conditions of the contract closely. Don’t feel rushed to review the materials, costs, and/or intimidated to ask questions. • Beware if a recruiter encourages you to provide false If you are planning to go to college, you have to choose a information on your FAFSA.

school that’s right for you, develop a plan to pay for school, EDUCATION • Investigate the accreditation of the school at compare financial aid packages, and how to repay any ope.ed.gov/accreditation/Search.aspx. student loans. Visit the Department of Education’s website, collegescorecard.ed.gov to determine the quality of a • Research the number of former students that have school by viewing cost data, students’ graduation rates. The defaulted on student loans and/or dropped out. website also offers data on graduates’ ability to repay loans, • Ask what is the average amount of debt students have and earnings after graduation. once they complete the program or when they drop out. You should also check that the school is accredited by a • Find out how many people have graduated from the nationally recognized accrediting agency. Accreditation same major and have found gainful employment in their ensures that education programs meet acceptable levels of area of study. quality. Start your search for an accredited schools at ope. ed.gov/accreditation. create a plan for repaying student loans. The website PAYING FOR COLLEGE www.finaid.org offers calculators to help you determine how much school will cost, how much you need to save, and Many state governments have created 529 Plans that help how much aid you will need. families save for their child’s education. These plans allow you to save, while the earnings grow tax-free. There are two Download the Department of Education’s checklists main types: “prepaid tuition plans” and “college savings that explain how to apply for financial aid and college at plans.” Prepaid plans allow you to pay for your child’s studentaid.ed.gov/sa/prepare-for-college/checklists. college tuition based on today’s costs, and then pay out at Also, the National Association of Student Financial Aid the future (higher) cost once it’s time to enroll in college. Administrators provides advice, tips, and information on College savings plans allow you to invest money in several financing your education at www.nasfaa.org. investment funds, ranging in risk level, to pay for college Financial Aid education. There may also be tax benefits, such as credits Student financial aid is available from a variety of sources, and deductions, when you contribute to some college savings including the federal government, individual states, colleges plans. Visit www.irs.gov/uac/tax-benefits-for-education- and universities, and other public and private agencies and information-center for more information. organizations. The four basic types of college aid are: Resources • Grants. Gift aid that does not have to be repaid and is The U.S. Department of Education’s website, generally awarded according to financial need. studentaid.ed.gov, provides information on preparing • Work-Study. The Federal Work-Study Program is a for and funding education beyond high school with federally funded source of financial assistance used to details on federal aid programs. The Consumer Financial offset financial education costs. Students who qualify Protection Bureau offers tools and calculators at www. earn money by working while attending school. This consumerfinance.gov/paying-for-college that allow you money does not have to be repaid. to compare financial aid offers, and interactive wizards to

18 1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 19 EDUCATION

• Scholarships. Funds are offered by the school, local or FAFSA has been processed and to request a copy of your community organizations, private institutions, and trusts. Student Aid Report (SAR). For FSAIC contact information, Scholarships do not have to be repaid and are generally see page 94. awarded based on specific criteria. Federal Loan Program Repayment Information • Loans. Funds are borrowed and must be repaid with • Public Service Loan Forgiveness Program. Offers interest. As a general rule, federal student loans have forgiveness for outstanding federal loans for individuals more favorable terms and lower interest rates than working full time in public service jobs. traditional consumer loans. • Income-Based Repayment Plan. Helps to make Applying for Aid repaying education loans more affordable for low-income You must complete and submit a Free Application for borrowers. Federal Student Aid (FAFSA) to apply for federal student For more information on these programs as well as other aid. You can now file your FAFSA starting on October 1, to repayment resources and tools, visit these resources: qualify for funding for the next school year. FAFSA on the • U.S. Department of Education/Federal Student Aid: Web is the quickest and easiest method of applying. Go to studentaid.ed.gov/sa/repay-loans fafsa.ed.gov to apply. • National Association of Student Financial Aid You can hire a college aid planner, a professional to guide Administrators: www.nasfaa.org you through the FAFSA process. This planner’s role is to improve your application so you can qualify for the • Consumer Financial Protection Bureau’s Know Before most financial aid. If you use this service, remember that You Owe repayment tool at www.consumerfinance.gov/ they are not certified like financial planners or certified paying-for-college/repay-student-debt. public accountants. If you only need a small amount of Comparing Student Loans help contact your school, counselor, or public library, for Not all student loans are the same, especially federal and free. If the planner charges fees, but doesn’t deliver on its private loans. Federal student loans are offered through the promises, it could be a scam. Learn more about financial U.S. Department of Education. Private loans are offered by aid scams at studentaid.ed.gov/sa/types/scams. banks, credit unions, or schools. Federal loans tend to have Federal Student Aid Information Center lower interest rates than private loans. While federal loans The Federal Student Aid Information Center (FSAIC) can don’t require you to have a co-signer, many private loans answer your federal student financial aid questions and make this a requirement. Visit studentaid.ed.gov/sa/types/ give you all the help you need for free. You can also use the loans/federal-vs-private to learn more about the difference FSAIC automated response system to find out whether your between these loans. Before you get a loan, determine how much money you need to borrow and only borrow that amount. When you EDUCATION SCAMS get the loan, be clear about payment terms and what type of loan you have. Once your student loan becomes due: Be aware of these common signs of education scams: • Maintain accurate records of your loan, including the loan • Ads promote ways that can wipe out student loan debt. agreement, interest rates, and account numbers. • Companies charge money for access to scholarships • Track your loans to stay updated on how much you owe. but don’t deliver. • Make certain that the loan servicer has your current • IRS imposters call and threaten you with a fraudulent contact and bank account information (if payments are “student tax” that you must pay or face arrest. withdrawn automatically). Take steps to protect yourself: Use the Consumer Financial Protection Bureau’s tools at • Talk to guidance counselors at school to get scholarship www.consumerfinance.gov/paying-for-college to compare information for free. financial aid offers. • Research companies that claim to help you with your Receiving Student Aid education finances. Your school must make your federal student aid available • Don’t give payment information to anyone who has to you, without charging excessive fees to access the called you demanding immediate payment. funds. You have the right to have the money deposited into For more information or to file a complaint, contact: a bank account that you already have, without any penalty. A college must provide a list of the options for receiving • The U.S. Department of Education (p. 94). your financial aid, without showing bias to any option. Your • The Federal Trade Commission (p. 102). school can’t require you to open an account with a specific • Consumer Financial Protection Bureau (p. 93). bank or a prepaid card to receive your money. Contact the Department of Education (p. 94) to learn more about federal student aid disbursements.

20 www.USA.gov To contact an organization, use the directory beginning on page 64 21 EMPLOYMENT

Defaulting on Student Loans WORK-AT-HOME COMPANIES A default means you failed to make scheduled payments on Not all work-at-home opportunities deliver on their a loan. Your loan becomes delinquent the first day after you promises. Some classic work-at-home schemes are miss a payment. However, the loan is not in default until 270 medical billing, envelope stuffing, and assembly or days have passed without a payment. The consequences of craftwork. Ads for these businesses say, “Be part of one default can include: of America’s Fastest-Growing Industries. Earn thousands • The entire unpaid balance of your loan and any interest is of dollars a month from your home!” Legitimate work-at- immediately due and payable. home program sponsors should tell you, in writing, what • Your loan account is assigned to a collection agency. is involved in the program they are selling. Here are some questions you might ask a promoter: • The loan will be reported as delinquent to credit bureaus, damaging your credit rating. • What tasks will I have to perform? Ask the program • Your federal and state taxes may be withheld through a sponsor to list every step of the job. tax offset. This means that the Internal Revenue Service • Will I be paid a salary, or will my pay be based on can take your federal and state tax refund to collect on commission? your defaulted student loan debt. • Who will pay me? • Your employer can withhold money from your pay and • When will I get my first paycheck? send the money to the government. This process is called • What is the total cost of the work-at-home program, wage garnishment. including supplies, equipment, and membership fees? Contact your loan servicer immediately if you are having What will I get for my money? difficulty making your payments. The servicer may be able The answers to these questions may help you determine to help by changing your repayment plan, switching the due whether a work-at-home program is appropriate for your date, getting a deferment or forbearance, or consolidating circumstances, and whether it is legitimate. your student loans. Direct Selling Visit studentaid.ed.gov/sa/repay-loans/default for information to avoid defaulting on your student loan. Direct selling is a way to sell products directly to customers, often in their homes. As a seller you are an independent

consultant, not an employee of the manufacturer. You buy EMPLOYMENT your inventory from the manufacturer, then advertise the EMPLOYMENT merchandise to potential customers. Multi-level marketing programs involve selling products and then recruiting and training other people to sell products. You can earn commissions on the products you sell and the sales of consultants you recruited. Some

EMPLOYMENT SCAMS Be aware of these common signs of employment scams: • A scammer offers to help you find a job for a fee, but after you pay, they disappear and you don’t get the services promised. • Work at home job offers that make big promises, but require you to spend your own money for equipment and supplies. Numerous websites post private industry job openings. In Take steps to protect yourself: addition, all federal government jobs are announced to the • Check out the reputation of employment agencies or public at www.usajobs.gov. Many companies also offer a companies offering work with your state’s attorney way to apply online. However, these sites and methods do general (p. 137). not replace traditional and proven job-hunting approaches • Meet with the job promoter in person to talk about tasks, such as networking, personal contacts, business salaries, and logistics. organizations, and interviewing. • Beware if a fee is required to work for the company. Read your entire employment contract. Some employers include a mandatory arbitration clause in your contract. This For more information or to file a complaint, contact: prevents you from suing them for any wrongdoing, abuse, or • Your state consumer protection offices (p. 106). harassment. See “Mandatory Aribitration” (p. 62). • The Federal Trade Commission (p. 102).

20 1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 21 EMPLOYMENT

SHARING ECONOMY AND TAXES FOOD AND NUTRITION You may be responsible for paying taxes on the income you receive from driving paying passengers in your private car or renting out your home. If you rent out your home, you may also need to collect occupancy tax from renters. Keep track of the income and expenses used for this work. The IRS offers more information if you work in the sharing economy at www.IRS.gov. multilevel marketing programs are illegal pyramid schemes. In pyramids, commissions are based on the number of distributors recruited, rather than selling actual products. If you are considering direct selling, ask plenty of questions: • Do you have to sign a distributor agreement? Read it closely before you agree to be a consultant. Consumers have a wide variety of food choices available. • Can you attract and maintain regular customers? You want food that is safe, nutritious, and will not break • What is a realistic amount of income you can expect? your budget. • Are there reports of deceptive practices by the selling HEALTHY FOOD CHOICES plan or by a recruiter? To help you make healthy food choices, the federal • How much does it cost to sell this product? In addition to government posts dietary guidelines at health.gov/ start up costs, consider annual fees, shipping costs, fuel, dietaryguidelines. Federal regulations also require many and advertising. foods to identify fat content, fiber, and nutrients on their • How much merchandise do you have to buy for inventory? labels. Visit www.nal.usda.gov/fnic/food-labeling for more • Are monthly minimum sales required to earn a information about food labels. commission? Check out these resources for advice, tips, and information • Will you be required to recruit new distributors to earn on food shopping and nutrition: your commission? • U.S. Department of Agriculture (p. 93) • What are the return policies for merchandise you didn’t • U.S. Food and Drug Administration (p. 96) sell? • Nutrition.gov (www.nutrition.gov) The Direct Selling Association (DSA) has a code of • MedlinePlus.gov (www.medlineplus.gov) conduct for companies to follow. Report violations to the DSA at www.dsa.org/consumerprotection/filing-a-code- • Center for Nutrition Policy and Promotion complaint. Report deceptive direct selling to the Federal (www.cnpp.usda.gov) Trade Commission (p. 102). • Choose My Plate (www.choosemyplate.gov) UNEMPLOYMENT FOOD SAFETY The government’s Unemployment Insurance Program Food safety in the home revolves around three main provides benefits to eligible workers who become functions: food storage, food handling, and cooking. By unemployed through no fault of their own and who meet practicing a few simple rules for cleaning, separating, other eligibility requirements. Each state administers cooking, and chilling, you can prevent most foodborne its own program under federal guidelines. Eligibility illness in the home. The website www.foodsafety.gov is requirements, benefit amounts, and length of benefits are your gateway to government food safety information. Visit determined by the states. Go to www.dol.gov/dol/topic/ www.recalls.gov for the latest food safety alerts and recalls. unemployment-insurance/index.htm for more information. For more information, here are some additional resources: Some states offer extended unemployment benefits for • Centers for Disease Control and Prevention (p. 94) eligible recipients. Visit workforcesecurity.doleta.gov for the www.cdc.gov/foodsafety latest information regarding your state’s benefit programs. • FDA’s Food Information Hotline If you are unemployed you may also lose employer www.fda.gov/Food sponsored benefits. Check how benefits, such as your Toll free: 1-888-723-3366 health insurance and money in your 401K or other retirement • Partnership for Food Safety Education plans are affected. www.fightbac.org

22 www.USA.gov To contact an organization, use the directory beginning on page 64 23 FOOD AND NUTRITION

• USDA Food Safety and Inspection Service www.fsis.usda.gov/wps/portal/fsis/home FOOD SCAMS • USDA Meat and Poultry Hotline Be aware of these common signs of food scams: Toll free: 1-888-674-6854 • Farm raised seafood falsely labeled as the more Food Product Dating expensive wild versions. The dates printed on milk, meat, poultry, and egg cartons. • Door to door salesmen use high pressure tactics to sell can be confusing. But you could be throwing food out too meat, supposedly leftover from a previous delivery. early and wasting money. The printed dates relate to the item’s peak quality, not to the safety of the food. USDA • Cooking oils and spices that really aren’t the higher offers these explanations of the dates: quality (and more expensive version) promised. • Sell by - the last date that a store can have an item on Take steps to protect yourself: display for sale. • Shop at grocers and markets you trust. • Best if used by - Recommended date to use by for best For more information or to file a complaint, contact: quality and taste. • Your state consumer protection office (p. 106). • Use-By - the last date recommended for the use of the product while at peak quality. SAVING MONEY ON GROCERIES Store your food promptly for safety and highest quality. Use It can be a challenge to make healthy food choices and stay the storage chart on this page for recommendations for the within your food budget. Follow these tips to get the most length of time to store food in your refrigerator. from your grocery budget: Download the FoodKeeper app on your mobile phone, or • Take an inventory of the food you already have in your call the Meat and Poultry Hotline (p. 93) for more detailed home before grocery shopping. information. • Make a shopping list and stick to it. Storage times for the refrigerator: • Use apps to compare prices between grocery stores so that you can get the best deal. TYPE OF FOOD SAFE STORAGE )(40 °F) • Compare unit prices (cost per ounce or pound) to get the Bacon 7 days best deal. • Buy the generic store brand versions of foods. Eggs (in the shell) 3-5 weeks • Take advantage of store loyalty savings programs, as well as clipping coupons and online discounts.

Fresh beef, lamb, or pork 3-5 days • Check the amount of food in the packaging. Some food NUTRITION FOOD AND manufacturers have reduced the amount of food in the Fresh fish or shellfish 1-2 days can or box, but charge the same price. This is basically the same as a price increase. Hamburger and ground 1-2 days • Visit your local farmers market to find fresh produce. Find meats your local farmers market at www.ams.usda.gov/local- food-directories/farmersmarkets. Hot dogs 1 week (opened pack) • Shop for foods that are in season. When the supply is 2 weeks (unopened pack) plentiful, the prices tend to be lower. If you need assistance with food expenses, you may qualify Luncheon meat 3-5 days (opened pack) for assistance from the Supplemental Nutrition Assistance 2 weeks (unopened pack) Program (SNAP). Learn more at www.fns.usda.gov/snap/ supplemental-nutrition-assistance-program-snap. The Senior Farmers Market Nutrition Program issues coupons Poultry 1-2 days to low-income seniors for use at farmers markets. Details are available at www.fns.usda.gov/sfmnp/overview. Cooked leftovers 3-4 days ORGANIC FOODS Organic foods are grown and processed according to USDA regulations and follow specific rules concerning pest control, raising animals, and the use of additives. Organic foods tend to be more expensive than conventionally grown foods. The USDA does not claim that organic food is safer

22 1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 23 FOOD AND NUTRITION or healthier than other foods. • Find out whether he or she is licensed in your state. A Look for the USDA organic seal to verify that state or local occupational and professional licensing food is certified organic. Visit www.ams.usda. board can give you this information. gov for more information about organic foods. • Research whether he or she is board-certified in the Other common labels that help you choose appropriate specialty. Visit www.ama-assn.org and www. certain types of food products include: abms.org for more information. • Ask how often the health care professional has performed Free-Range or Cage-Free. This means the flock was the procedure you need or has treated your condition. You provided shelter in a building, room, or area with unlimited may be able to find some of this information online. access to food, fresh water, and the outdoors. • Check whether there have been any complaints or Natural. As required by the USDA, meat, poultry, and egg disciplinary actions taken against the provider. Visit products labeled as “natural” must be minimally processed docboard.org for more information. There are also pay-for- and contain no artificial ingredients. use sites with similar information. Visit www.healthfinder. Grass-Fed. Grass-fed animals receive a majority of their gov and www.ahrq.gov/patients-consumers for more nutrients from grass throughout their life, while organic advice on identifying and working with providers. animals’ pasture diet may be supplemented with grain. • Find out which doctors participate in your health insurance plan. If you are having surgery, check that all providers (facilities, radiologists, anesthesiologists) are also covered by your plan, to avoid surprise bills. HEALTH CARE Consider these questions regarding your health care provider and his or her practice: • Do the office hours work with your schedule? • Does the doctor have privileges to practice medicine at the hospital you prefer? • Do you feel that you communicate well with each other? Does the doctor listen to your concerns and explain diagnoses, benefits of new treatments, and prescriptions clearly? • What is the doctor’s appointment cancellation policy? • Will you have to pay for a cancelled appointment? Filing a Complaint File a complaint with your state medical board if you have a complaint about the medical services you received from There are plenty of resources available to help you make a physician. Visit www.fsmb.org/state-medical-boards/ health care decisions. Be wary of websites sponsored by contacts or call 817-868-4000 to get the contact information companies selling a particular treatment. Contact trusted of your state’s medical board. associations or visit websites run by government agencies and recognized organizations. This information should not CHOOSE A HEALTH CARE FACILITY replace, what you receive from a doctor. Some sites that Online report cards can help you compare health care share trustworthy information include: facilities. U.S. News and World Reports rates hospitals • Cleveland Clinic (myclevelandclinic.org) Offers articles, based on information collected from Medicare records videos, and tools to help you manage your health. and other sources. Visit www.usnews.com/rankings for rankings. Compare doctors and health care facilities at • HealthFinder.gov (healthfinder.gov)—Provides www.healthgrades.com. information and tools to help you stay healthy. • Mayo Clinic (www.mayoclinic.org)—Offers an index of When determining the best health care facility for you, symptoms, diseases and procedures. consider these factors: • Medical Library Association (www.mlanet.org)— • Does the facility accept payment from your insurance Provides links to websites suggested by librarians. plan? • MedlinePlus (www.medlineplus.gov)—Provides • Does your doctor have practice privileges to provide information on illnesses, diseases, and wellness issues. treatment to patients at the facility? • What is the quality of the facility? CHOOSE A DOCTOR • Does the facility specialize in services and procedures When searching for a doctor, dentist, or other health care that fit with your medical needs? professional:

24 www.USA.gov To contact an organization, use the directory beginning on page 64 25 HEALTH CARE

• Is the facility in an area you can travel to and from easily? you to resolve a dispute through arbitration. However, in Find health care facilities in your area at 2016 a rule was issued that prohibits mandatory arbitration www.findahealthcenter.hrsa.gov. clauses from being included in new contracts with nursing homes. Patient Portals A patient portal is a website, sponsored by a health MEDICAL BILLING care facility or health insurer, that gives you electronic If you have received medical care, you may receive a bill access to your medical information. You may access for the services. For planned medical care, ask questions notes from recent doctor’s appointments, lab test results, beforehand: prescriptions, and more. Some portals also provide medical advice or have medical staff that provide medical care or • Will there be separate charges for the surgeons, trauma diagnose symptoms remotely. Visit www.HealthIT.gov or teams, anesthesia, dietetics, or other specialists? Are contact your health providers for more information. they all contracted with your health insurance plan? • How much are facility, activation, or emergency room Elder Care fees? The need for services for seniors has grown. The Eldercare • Can you get an estimate of how much your insurer will Locator (www.eldercare.gov) connects older Americans pay? and their caregivers with information on senior services. Visit acl.gov/Get_Help/Help_Older_Adults/Index.aspx for a • Can you bring your own crutches, slings, or canes, if list of resources to connect older persons, caregivers, and needed? These items can add to the cost of a hospital professionals with important federal, national, and local stay. programs. • Are there extra fees for blood work, even if part of a If you are looking for a nursing home or other assisted living routine physical exam? facility, these organizations can help: • Is there an option to “opt-out” of any services? • Nursing Home Compare, operated by the U.S. • Can you set up a payment plan, in advance of a Department of Health and Human Services, will help you procedure? compare facilities in many states. Go to www.medicare. After you receive medical attention, your health insurance gov/nursinghomecompare or call 1-800-633-4227. company will send you a statement or explanation of • Eldercare Locator (www.eldercare.gov) provides benefits, that lists the full cost of the care or procedure, the information and referral services for those seeking local amount that your insurance paid, and the amount that you and state support resources for the elderly (p. 96). are responsible for paying. • LeadingAge (www.leadingage.org) helps you locate • Carefully review both the explanation of benefits from your nonprofit organizations that meet the needs of the elderly. insurance company and invoices from medical providers. • The Commission on Accreditation of Rehabilitation • Request line item billing from hospitals if you are Facilities (www.carf.org) gives its seal of approval to questioning hospital charges. qualifying facilities; call 1-888-281-6531 (p. 136). • The Joint Commission accredits hospitals, nursing homes, and other health care organizations. Check out a HEALTH CARE SCAMS local facility at their website www.qualitycheck.org. Be aware of these common signs of health care scams: Read the contracts with long term care facilities carefully. HEALTH CARE • Bills for services and procedures that you didn’t receive. Your contract with a nursing home or assisted living facility may include a mandatory arbitration clause that will require • Claims of “miracle” drugs, quick fixes, medical breakthroughs, and cures for serious diseases. • Companies sell fraudulent products (wristbands, patches, sprays) to prevent Zika virus. Take steps to protect yourself: • Talk to your doctor before you take any medication that he or she didn’t prescribe. • Don’t share your Medicare or health insurance number in exchange for a “free” treatment. For more information or to file a complaint, contact: • The Federal Trade Commission (p. 102). • Your state consumer protection office (p. 106). • Food and Drug Administration (p. 96).

24 1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 25 HEALTH CARE

• Allows you to buy medication without a prescription from CROWDFUNDING your doctor. You may use crowdfunding websites to raise money to pay • Offers medication at deep discounts that seem too good for medical expenses, education, or emergencies. to be true. If you create a crowdfunding campaign, the money you • Is not licensed and has no physical address in the U.S. collect may be taxed by the IRS. You could also lose your • Sends unsolicited emails (spam) offering cheap drugs. eligibility for Medicaid, Social Security income, or food • Does not have a licensed pharmacist available to answer vouchers. Contact your local Medicaid , Social Security, or your questions. SNAP benefits offices to learn how crowdfunding affects Check the Food and Drug Administration’s (FDA) database your eligibilty for benefits. of safe online pharmacies and get more tips to protect yourself at www.fda.gov/BeSafeRx or call 1-888-463-6332. If • Make sure that the medical billing codes, from the service you suspect that a pharmacy is fake, report it to the FDA at provider and your insurer, match the treatment you www.fda.gov/Safety/ReportaProblem/ucm059315.htm. received. Your insurer and the health care provider may Medicare Prescription Drug Coverage use different codes, but they should reflect the same Medicare offers prescription drug coverage to senior service. citizens and others who need financial assistance. • Find out how to enroll in balance billing for outstanding Prescription coverage is available under Part D of the invoices. program, or Part C if you are enrolled in the Medicare • Can you get a refund for prepaid medical services or Advantage Plan. Everyone with Medicare can join a drug stays in long term facilities or hospice centers? plan to get this coverage. Not all Medicare drug plans • Keep records (names, dates, times) of all contact with are the same. If you are not sure whether a drug plan is your insurance company and medical billing offices. approved by Medicare, call 1-800-633-4227. Look for the Use the sample complaint letter (p. 60) if you need to “Medicare Approved” seal on drug discount cards to make dispute a medical bill. sure you are getting the best deal. Medicare prescription drug coverage pays expenses up Inpatient or Outpatient Status to a certain dollar amount; once your prescription costs The amount you pay out of pocket for a hospital stay exceed that amount, there is a temporary limit on what your depends on if your stay is considered inpatient or outpatient prescription drug plan will cover. However, once your out-of- (“under observation”). Even if you stay in the hospital for pocket spending reaches a higher ceiling, your prescription several days, you may still be considered an outpatient. The coverage will kick back in. Any amount of prescription drug hospital must inform you of your status, orally or in writing. spending between these two limits is called the coverage Patients covered by Medicare must receive a Medicare gap or Medicare “donut hole.” If you have limited income Outpatient Observation Notice (MOON). If they don’t tell and resources, you may get extra help to cover prescription you, ask for your status. drugs for little or no cost. Contact the Centers for Medicare You often pay more for outpatient stays than inpatient & Medicaid Services (p. 96) or visit www.medicare.gov for hospitalization. In addition, your health insurer or Medicare more information about Medicare benefits. may deny coverage for follow-up services in skilled nursing homes. ADVANCE MEDICAL DIRECTIVES Advance directives are written documents that tell your PRESCRIPTION DRUGS doctors what kind of treatment you want if you become Prescription drugs can be a major expense. Before filling unable to make medical decisions (for example, if you are a prescription, make certain that your pharmacy has your in a coma). Forms and laws vary by state, so it is a good current health and prescription insurance information on idea to understand the laws in your state when you write record so you get the best price possible. advance directives. Also, complete these documents before If you have difficulty paying for your medications, contact you become very ill, if possible. You should file a copy with the manufacturer. Some manufacturers have patient your primary care physician. Federal law requires hospitals, assistance programs to help you afford your medication. nursing homes, and other institutions that receive Medicare or Medicaid funds to provide written information regarding Online Pharmacies advance medical directives to all patients upon admission. You may get your prescription filled through an online A living will is one type of advance directive that goes into pharmacy. There are legitimate online pharmacies, but also effect when a person is terminally ill. A living will does not some fraudulent ones. They advertise prescription drugs give you the opportunity to select someone to make medical for very low prices, but don’t treat your condition. They decisions for you, but it does allow you to specify the kind may also charge you for medicines you never received. Be of treatment you want in specific situations. For example, suspicious if an online pharmacy: you might choose to specify that you do not want to be treated with antibiotics if death is imminent. You can, if you 26 www.USA.gov To contact an organization, use the directory beginning on page 64 27 HOUSING

choose, include an advance directive that you do not wish to www.hud.gov, the Consumer Financial Protection Bureau at be resuscitated if your heart stops or if you stop breathing. www.consumerfinance.gov/owning-a-home, as well as In this case, a Do Not Resuscitate (DNR) order would be your local housing department so you know your rights and entered on your medical chart. responsibilities. Naming a Durable Power of Attorney BUY A HOME for Health Care Buying a home is one of the most complex financial A durable power of attorney for health care (sometimes decisions you will ever make. There are many financial called a durable medical power of attorney) specifies the and legal issues involved. In addition, you need housing person you have chosen to make medical decisions for you. professionals, real estate agents, lenders, and home A durable power of attorney is activated when you are inspectors acting in your best interest. Before you buy: unconscious, or unable to make medical decisions. You • Get a copy of your credit report (p. 15). Your credit report need to choose someone who meets the legal requirements affects the interest rates, terms of loans, and the amount in your state for acting as your agent. State laws vary, but of a down payment. most states disqualify anyone under the age of 18, your health • Attend home buying workshops, sponsored by local care provider, or employees of your health care provider. organizations or work with a HUD-certified housing The person you choose as your agent must: counselor. • Be willing to speak and advocate on your behalf. • Hire a buyer’s agent who works for you. • Be willing to deal with conflict among friends and family • Get prices of similar homes in the neighborhood. members, if it arises. Knowing these prices can help you avoid overpaying. • Know you well and understand your wishes. • Have the property inspected. Use a licensed home • Be willing to talk with you about these issues. inspector to look over the property before you buy it. • Be someone you trust with your life. Mortgages An emergency contact is not the same as a durable power A mortgage is a loan to purchase a home, where the home of attorney. You can choose the same person for both roles, is the collateral to secure the loan. When shopping for a but your emergency contact isn’t automatically allowed to home mortgage, get all of the relevant information: make medical decisions for you. • Research current interest rates. Check the real estate See the Wills and Funerals section (p. 51) to learn more section of your local newspaper, use the Internet, or call about choosing people to act on your behalf, such as several lenders for information. trustees and executors. RECURRING PAYMENTS Recurring, or automatic payments, occur when you allow HOUSING a company to withdraw money from your bank account, or post to a credit card, on a regular basis. They are a convenient way to pay regular expenses, like a mortgage or monthly rent, insurance, gym memberships, and subscriptions. However, it can be a challenge to dispute

a payment or cancel a service. Before a company collects HOUSING automatic payments, it must: • Inform you of the terms and conditions. • Get your consent to collect automatic payments. • Tell you how to stop the payments. Keep your payment information up to date if you sign up for recurring payments. Also, mark payments on your calendar, to avoid overdrafts. You have the right to cancel automatic payments but this Buying or renting a home are some of the most significant does not cancel your contract with the company. Dispute expenses that you may have as a consumer. There are many unauthorized automatic charges with your bank or credit decisions to make, such as choosing the best housing card company within 60 days. FIle a complaint with the option for you, how to finance it, and choosing movers and FTC (p. 102) if the terms of the service were misleading. contractors for home repairs. Use the resources from the Complain to the CFPB (p. 93) for any problems with the U.S. Department of Housing and Urban Development at billing.

26 1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 27 HOUSING

• Check the rates for 15-year, 20-year, and 30-year • Ask whether you can pay off the loan early, and whether mortgages. Shorter-term mortgages can reduce the there is a penalty for doing so. amount of interest you pay. • How much will the property taxes be on the home? This • Ask for details on the same loan amount, loan term, and expense is often included in your monthly mortgage type of loan from multiple lenders so you can compare payment. the information. Be sure to get the APR, which takes into When you shop for a mortgage, a lender will give you a account the interest rate, points, broker fees, and other loan estimate form. This form should highlight the main credit charges expressed as a yearly rate. features of that loan, such as the amount, if the rate is fixed • Ask whether the rate is fixed or adjustable. The interest or adjustable, and term. If you shop for rates from multiple rate on adjustable-rate mortgages (ARMs) can vary a lenders, these forms will help you compare loan options. great deal over the lifetime of the mortgage. An increase Once you have chosen a lender and a home to buy, and of several percentage points might raise payments by gone to contract, you will have to go into a closing meeting. hundreds of dollars per month. Three business days before the closing, your lender must • If a loan has an adjustable-rate, ask when and how the give you a Closing Disclosure. Compare this document rate and loan payment can change. to the loan estimate you received from the lender in the • Find out how much of a down payment is required. Some beginning of the home buying journey. Be sure there are no lenders require 20% of the home’s purchase price as a discrepancies to avoid costly surprises at closing. down payment. But many lenders offer loans that require Visit www.consumerfinance.gov/owning-a-home to find less. In these cases, you may be required to purchase samples of both documents, a home loan toolkit and other private mortgage insurance (PMI) to protect the lender if guides for the home buying process. you fall behind on payments. • If PMI is required, ask what the total cost of the insurance HOME FORECLOSURE will be. How much will the monthly mortgage payment be Foreclosure is the legal means that your lender can take to when the PMI premium is added, and how long will you be repossess your home. If you owe more than your property required to pay PMI? is worth, a deficiency judgment is pursued. This action

Fixed-rate and adjustable-rate mortgages are the two main types of mortgages, but there is a wide variety of other mortgage products available. Below are pros and cons of some of the mortgage products you want to consider:

TYPE OF MORTGAGE PROS CONS Adjustable-rate (ARM) Usually offers a lower initial rate of interest than After an initial period, rates fluctuate over or variable-rate mortgage fixed-rate loans. the life of the loan. When interest rates rise, generally so do your loan payments Balloon mortgage Usually a fixed-rate loan with relatively low After an initial period, the entire balance payments for a fixed period. of the loan is due immediately. This type of loan may be risky for some borrowers. Federal Housing Allows buyers who may not qualify for a home The size of your loan may be limited. Administration (FHA) loan to obtain one with a low down payment. loan

Fixed-rate mortgage No surprises. Interest rate stays the same over If interest rates fall, you could be stuck the entire term, usually 15, 20, or 30 years. paying a higher rate. Interest-only Borrower pays only the interest on the loan in After an initial period, the balance monthly payments for a fixed term. . of the loan is due. This could mean higher payments, paying a lump sum, or refinancing. Reverse mortgage Allows seniors to convert equity in their homes The entire loan amount is due immediately to cash. You don’t have to pay back the loan and once the borrower no longer resides in the interest as long as you live in the house. home. This can cause problems for the borrower’s estate. Veterans Administration Guaranteed loans for eligible veterans, active The size of your loan may be limited. (VA) loan duty personnel, and surviving spouses. Offers competitive rates, low or no down payments.

28 www.USA.gov To contact an organization, use the directory beginning on page 64 29 HOUSING

would require you to pay the difference between the amount you owe and your home’s value. Both foreclosures and deficiency judgments appear on your credit report. Take these steps to avoid foreclosure: • Do not ignore letters from your lender. If you are having problems making payments, call or write to your lender’s Loss Mitigation Department immediately. Be prepared to provide financial information, such as your monthly income and expenses. Without this information, the lender may not be able to help you. • Stay in your home. You may not qualify for assistance if you abandon your property. • Contact a HUD-approved housing counselor. If you have a dispute with a moving company, file Call 1-800-569-4287 or TDD 1-800-877-8339 for the a complaint with the Federal Motor Carrier Safety housing counseling agency nearest you. Administration by calling 1-888-368-7238 or by visiting • Contact Making Home Affordable for help. Visit www. www.fmcsa.dot.gov. makinghomeaffordable.gov or call 1-888-995-4673, or 1-877-304-9709 for hearing-impaired homeowners, to talk HOME IMPROVEMENTS AND REPAIRS to a HUD-approved credit counselor who will guide you Home improvements and repairs can cost thousands of through your options for free. dollars and are the subject of frequent complaints. Beware of offers and sales pitches that target homeowners When selecting a contractor: who are struggling to make mortgage payments. Additional advice, resources, and tips for homeowners can be found • Get recommendations and references. Talk to friends, under Home Equity Loans (p. 14) and Homeowners and family, and others who have used the contractor for Renters Insurance (p. 33). similar work. • Get at least three written estimates. Insist that MOVING COMPANIES contractors come to your home to evaluate what needs Not all moving companies are the same. Although many to be done. Be sure the estimates are based on the same are legitimate, some attempt to take advantage of their work so you can make meaningful comparisons. clients. Movers may raise the price of the move, after • Check contractor complaint records with your state or your possessions are on their truck, and threaten to hold local consumer protection agency (p. 106) or the Better your possessions hostage if you don’t pay. Follow these Business Bureau (p. 67). guidelines to help you choose the right mover: • Make sure the contractor meets licensing and registration • Make sure the mover has an operating license. Visit www. requirements. Your state or local consumer protection protectyourmove.gov to verify a mover’s license for moves agency (p. 106) can help you determine the necessary from one state to another (inter-state). Check your state, requirements. county, or local consumer protection agency (p. 106) for • Get the names of suppliers and ask them whether the moves within a state (intra-state). contractor makes timely payments. • Confirm that the mover has insurance. If items are • Contact your local building inspection department to HOUSING damaged during the move, the mover’s insurance should check the permit and inspection requirements. Be wary cover it. Ask how to file a complaint and if there are limits if the contractor asks you to get the permit; it could mean to the coverage. Visit www.fmcsa.dot.gov/protect-your- the firm is not licensed. move/valuation-insurance for more information about the • Be sure your contractor is insured. The contractor should levels of mover’s insurance coverage. have personal liability, property damage, and workers’ • Check the mover’s complaint record. Contact your state compensation insurance for workers and subcontractors. or local consumer protection agency (p. 106) or the Better • Insist on a written contract that states exactly what work Business Bureau (p. 67) to see if there is a history of will be done, the quality of materials that will be used, complaints. warranties, timetables, the names of any subcontractors, • Insist on an in-person estimate, so the mover can see the total price of the job, and the schedule of payments. what needs to be moved. Then get the estimate in writing. • Try to limit your down payment. Some states have laws Be wary of very low estimates. A company may quote a limiting the amount of down payment required. low price, but ask for more money before they’ll remove your belongings from their truck. • Understand your payment options. Compare the cost of getting your own loan versus contractor financing. • Before you move, ask about extra fees for boxes, blankets and packing materials, before you move. • Don’t make a final payment or sign a final release until you are satisfied with the work and know that subcontractors 28 1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 29 HOUSING

and suppliers have been paid. Beware: some state laws maintenance. Take these steps and be prepared when you allow unpaid subcontractors and suppliers to put a lien meet with a prospective landlord: on your home for bills the contractor failed to pay. • Get a current copy of your credit report. Make corections • Pay by credit card when you can. You may have the right before starting your apartment search. to withhold payment to the credit card company until • Check with the Better Business Bureau (p. 67) or your problems are corrected. local consumer protection office (p. 106) to determine if Be especially cautious if the contractor: your prospective landlord has any existing complaints • Comes door-to-door or seeks you out. from previous tenants. • Happens to have material left over from a recent job. • Bring a completed rental application with you; written references from previous landlords, employers, friends, • Offers you discounts for finding other customers. and colleagues. • Quotes a price that is out of line with other estimates. • Get all promises for discounts or amenities in writing. • Pressures you for an immediate decision. • Know your rights to live in a habitable rental unit. • Can only be reached by leaving messages with an • Keep communication open with your landlord. answering service. • Purchase renters insurance to cover your valuables. • Has no physical address for the business. See more information under Homeowners and Renters • Has out-of-state license plates. Insurance (p. 33). • Asks you to pay for the entire job up front. • Make sure the security deposit refund procedures are With most home improvements, federal law gives you spelled out in your lease or rental agreement. three business days to cancel without penalty. See the • Find out how disputes are handled with your landlord. 3-Day Cooling-Off Rule (p. 4). You would be liable for A lease is a legally binding agreement that outlines the any benefit already received. State laws may also provide obligations of a property owner and the tenants. Read the some protection. And remember, if you finance home lease carefully and discuss anything you do not understand. improvements with a home equity loan (p. 14) and do not By signing a lease, you agree to abide by the rules and make your payments, you could lose your home. responsibilities that are included. Some things to look for in RENTING AND LEASING a lease: You may choose to rent a home, instead of buying one. • Clauses that allow the landlord to change the terms of the Renting offers flexibility, and eliminates some major lease after it is signed. expenses, like property taxes, down payment, and property • Requirements and responsibilities of the tenants and landlord to do routine repairs such as lawn maintenance, cleaning, or notification about needed repairs. All HOUSING SCAMS responsibilities should be stated clearly. Be aware of these common signs of housing scams: • Restrictions that would prevent you from living normally • Foreclosure rescue companies offer to negotiate directly or comfortably in the home. with your lender, and tell you to send your payments to • Terms of the lease and any important dates such as when them instead of your loan servicer. the rent is due or garbage pickup days. • A lender encourages you to lie about your income, • Extra fees for parking spaces or storage, garbage expenses, or cash available for down payments in order collection, water, and pets. to get a loan. • Information regarding utility providers, how to arrange for • You are asked to sign purchase or sale documents service, and whether the landlord or tenant is responsible without reviewing them, or with blank spaces. for paying the bills (see Utilities, page 50). Take steps to protect yourself: Always get a copy of the signed lease to keep in your records. Any clause or terms in the agreement affects all • Research lenders and realtors. parties who sign. • Attend homebuyer classes through a HUD-certified The Fair Housing Act protects tenants who lease or rent housing counselling agency. property. If you think your rights have been violated, you For more information or to file a complaint, contact: may write a letter to, or call, the HUD office nearest you • The Consumer Financial Protection Bureau (p. 93). (p. 98). You have one year after the alleged violation to file a complaint with HUD. Each state has its own set of tenant • The Department of Housing and Urban Development rights, laws, and protections. For a state-by-state directory, (p. 98). visit www.hud.gov/local. If you need help finding affordable housing, there are agencies that can help. You may qualify for public housing, which are state-owned, affordable rental homes for low- 30 www.USA.gov To contact an organization, use the directory beginning on page 64 31 INSURANCE

income families, the elderly, and people with disabilities. drive, your age (turning 25 or 50), your good grades (if You may also apply for the Housing Choice Voucher you are a student) and/or your driving record (no moving Program. In this program, you find a rental property yourself vehicle violations or accidents in three years). You might and use the voucher to pay for all or part of the rent. HUD also be able to get discounts if you are a member of civic (p. 98) offers several housing assistance programs for or alumni associations, or insure your vehicle and home tenants and landlords as well as information on rights with the same company. of residents and displaced tenants. Visit www.usa.gov/ • Take major life changes (had a child, bought a home) into finding-home for more information about affordable account. Life events affect your insurance needs. housing programs. • Consider a higher deductible. Increasing your deductible by just a few hundred dollars can make a big difference in your premiums. • Check the financial stability and soundness of the INSURANCE insurance company. • Research the complaint record of the insurance company. Contact your state insurance department (p. 123), or visit the website of the National Association of Insurance Commissioners (www.naic.org), which has a database of complaints filed with state regulators. • Find out what others think about the company’s customer service. Consumers can rate homeowner insurance companies at www.jdpower.com/industry/insurance. • Make sure you receive a written policy. This tells you that the agent forwarded your premium to the insurance company. If you do not receive a policy within 60 days, contact your agent and the insurance company. • Shop around, even if you are satisfied with your current insurer. Your insurer may increase your rates annually, Insurance protects you from financial loss in the event just because they can. Make sure your rate is still of a disaster or other hardship. By purchasing insurance competitive for the level of coverage you need. policies, you can receive reimbursement for losses due to If you suspect fraud, call the National Insurance Crime car accidents, property theft, natural disasters, medical Bureau’s hotline at 1-800-835-6422. Check out expenses, and loss of income due to disability or death. www.insurancefraud.org for more information. Get insurance information from the American Council of Life Insurers (p. 135), the Insurance Information Institute AUTO INSURANCE (p. 136), the National Association of Insurance Auto insurance protects you from paying the full cost for Commissioners (p. 137), and your state insurance vehicle repairs and medical expenses due to a collision. department (p. 123), or www.insure.com. A number of things affect the premiums you pay for this When buying any type of insurance, you should: protection, including your: • Find out whether your state insurance department (p. 123) • gender offers any information about insurance companies and • age rates. • marital status • Check several sources for the best deal. Search online or • credit history with an independent insurance agent. These agents work • car’s make and model INSURANCE with several insurers and may be able to get you a better deal. • city and neighborhood • Make sure the insurance company is licensed and Types of Auto Insurance covered by the state’s guaranty fund. The fund pays Every state requires drivers to carry minimum levels of claims in case the company defaults. Your state insurance auto insurance coverage, or the equivalent in financial department (p. 123) can provide this information. responsibility waivers. These requirements ensure that you • Ask your insurance agent about discounts. You could can pay for property damages or medical expenses. There get a lower premium if you have safety features in your are several components that can make up your insurance home, such as dead-bolt locks, smoke detectors, an policy: alarm system, storm shutters, or fire-retardant roofing • Liability coverage protects you if you are at fault for material. Similarly, you may save on car insurance based a collision. It pays for medical expenses and vehicle on your car’s safety features, the number of miles you damage for the other driver and passengers.

30 1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 31 INSURANCE

• Uninsured motorist coverage pays for damages to your HEALTH INSURANCE car and medical expenses if an uninsured driver hits your car. Group Policies Many consumers have health care coverage from their • Collision coverage pays to repair your vehicle, if you employers. Others have medical care paid through a were at fault for the collision. government program such as Medicare (p. 96), Medicaid • Underinsured motorist coverage pays damages for (p. 96), or the Veterans Health Administration (p. 101). your car if someone hits it, but doesn’t have enough If you have lost your group coverage from an employer insurance to cover your medical expenses and car as the result of unemployment, death, divorce, or loss of damages. “dependent child” status, you may be able to continue your • Comprehensive coverage pays for damages to your car coverage temporarily under the Consolidated Omnibus due to theft, fire, or falling objects. Budget Reconciliation Act (COBRA). You, not the Auto insurance requirements vary from state to state, employer, pay for this coverage. When one of these events but liability coverage is mandatory in most states. You occur, you must be given at least 60 days to decide whether may choose to opt out of certain types of coverage, you wish to purchase the coverage. depending on your budget and car’s age. Check with your state insurance regulator (p. 123) to learn more about its Medicare and Medicaid requirements and to research insurers. There are also health insurance programs for people who are seniors, disabled, or have low incomes. Read the declarations page of your auto insurance policy. This summary includes your policy’s important details: • Medicare provides health insurance for people who are the duration of coverage, annual premium, the maximum 65 years or older, some younger people with disabilities, amount your insurance company will pay out for each type and those with kidney failure. of claim, and how your premium payment is split between • Medicaid provides health insurance for people with low each part of your coverage. incomes, children, and pregnant women. Eligibility is Talk to your insurer if you drive your personal car as part of determined by your state. the shared services industry. Personal auto insurance may Contact the Centers for Medicare & Medicaid Services not be available if you drive for paying customers. (p. 96) for more information on benefits. Most states also offer free or low-cost coverage for children DISABILITY INSURANCE who do not have health insurance. Visit Disability insurance helps you replace lost income, if www.insurekidsnow.gov or call 1-877-543-7669 for more you are unable to work due to sickness or injury. Many information. employers offer some type of disability insurance coverage for employees, or you can get an individual disability Health Care Plans insurance policy. There are two types of disability policies: When purchasing health insurance, your choices typically short-term disability (STD) and long-term disability (LTD). will fall into one of three categories: Short-term disability policies have a maximum benefit of • Traditional fee-for-service health insurance plans are two years, while long-term disability policies have benefits usually the most expensive choice, but they offer you the that can last the rest of your life. most flexibility in choosing health care providers. When purchasing disability insurance, ask: • Health maintenance organizations (HMOs) offer • How is disability defined? Some policies consider you lower co-payments and cover the costs of more preventive disabled if you are unable to perform the duties of any job. care, but your choice of health care providers is limited. Some plans pay benefits if you are unable to do the usual The National Committee for Quality Assurance evaluates duties of your own occupation. and accredits HMOs. You can find out whether one is accredited in your state by calling 1-888-275-7585. You can • When do benefits begin? Most plans have a waiting also get report cards on HMOs by visiting www.ncqa.org. period before payments begin. • Preferred provider organizations (PPOs) offer lower • How long do benefits last? After a specified waiting co-payments like HMOs, but give you more flexibility in period, LTD payments are usually available until you selecting a health care provider. A PPO gives you a list of reach age 65. Shorter or longer terms are also available. providers you can choose from. • What dollar amount is promised? Can benefits be reduced by Social Security disability and workers’ If you go outside the HMO or PPO network of providers, you compensation payments? Are the benefits adjusted may have to pay a portion or all of the cost. When choosing for inflation? Will the policy provider continue making among different health care plans, read the fine print and contributions to your pension plan so you have retirement ask lots of questions, such as: benefits when the disability coverage ends? Get more information from the Insurance Information • Do I have the right to go to any doctor, hospital, clinic, or Institute at www.iii.org. pharmacy I choose?

32 www.USA.gov To contact an organization, use the directory beginning on page 64 33 INSURANCE

• Are specialists such as eye doctors and dentists covered? • Does the plan cover special conditions or treatments such as pregnancy, psychiatric care, and physical therapy? • Does the plan cover home care or nursing home care? • Will the plan cover all medications my physician may prescribe? • What are the deductibles? Are there any co-payments? Deductibles are the amount you must pay before your insurance company will pay a claim. These differ from co-payments, which are the amount of money you pay when you receive medical services or a prescription. • What is the most I will have to pay out of my own pocket to cover expenses? • If there is a dispute about a bill or service, how is it difference between your property’s worth at the time of handled? In some plans, you may be required to have a loss minus depreciation for age and wear. third party decide how to settle the problem. • Ask about any special coverage you might need. You may have to pay extra for computers, cameras, jewelry, art, HOMEOWNERS AND RENTERS INSURANCE antiques, musical instruments, or stamp collections. Homeowners or renters insurance protects your home and • Remember that flood and earthquake damage are not personal property against damage or loss, and insures you covered by a standard homeowners policy. The cost of a in case someone gets hurt while on your property. Your separate earthquake policy will depend on the likelihood insurance rate is affected by the estimated cost to rebuild of earthquakes in your area. Homeowners who live in your home, claim histories in your area, neighborhood, your areas prone to flooding should take advantage of the personal claim history, and your credit score. National Flood Insurance Program (p. 98). Homeowners or renters insurance may pay claims for: • Hurricane damage may be covered partially. However, you • Damage to your home, garage, and other outbuildings. may be required to pay a deductible for this coverage. • Loss of furniture and other personal property due to • If you are a renter, do not assume your landlord carries damage or theft. insurance on your personal belongings. Purchase a separate policy for renters. • Additional living expenses if you rent temporary quarters while your house is being repaired. If you rent your home out, ask your insurance agent if you need to add to your policy, since you will be using your Homeowners or renters insurance may also: home for commercial purposes. Your insurance company • Include liability for bodily injury and property damage that may charge rates for a business instead of a homeowner. you cause to others through negligence. If you rent through a home sharing company, find out if it • Include liability for accidents happening in and around offers insurance protection for hosts. your home, as well as away from home, for which you are responsible. LIFE INSURANCE • Pay for injuries occurring in and around your home to A life insurance policy is a contract between you and an anyone other than you or your family. insurance company. It states that you will pay premiums over time. In exchange, the company will pay a lump sum • Provide limited coverage for money, gold, jewelry, and amount upon your death to a designated beneficiary. The stamp and coin collections. proceeds from your life insurance policy can help pay bills • Cover personal property in storage or away in dorm rooms. and help support your surviving family members’ living Keep these tips in mind when shopping for homeowners expenses. INSURANCE insurance: There are two main types of life insurance policies: • Insure your house, not the land under it. If you don’t • Whole (or universal) life insurance policies are considered subtract the value of the land when deciding how much permanent. As long as you pay the premium, the policy homeowners insurance to buy, you will pay more than you is in effect. Whole life insurance policies also have an should for your policy. Use a home insurance calculator to investment or savings component. This means that you determine the cost of rebuilding. Compare this amount to accumulate cash value over the life of the policy, so you the value of your home insurance policy. can borrow money from these policies if you need to. • Make certain you purchase enough coverage to replace • Term life insurance policies are in effect for a certain what is insured. “Replacement Cost Coverage” gives you period of time, or term. If you have this type of policy and the money to rebuild your home and replace its contents. pass away during the policy’s term then the insurance An “Actual Cash Value” policy is cheaper but pays the company will pay a benefit. If you live past the time that

32 1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 33 INSURANCE

• What is the benefit period? It is possible to get a policy AUTOMATED INSURANCE PAYMENTS? with lifetime benefits, but this can be very expensive. Does your insurance company automatically withdraw Other options for coverage are from one to six years. The your premiums from your bank account? Read “Recurring average nursing home stay is about 2.5 years. Payments” on page 27 to be sure of your rights. • Is the benefit adjusted for inflation? If you buy a policy before age 60, you face the risk that a fixed daily benefit will not be enough by the time you need it. the policy is in effect, the insurance company won’t pay a benefit or give you a refund. • Is there a waiting period before benefits begin? A 20 to 100-day period is not unusual. Term life insurance policies are usually less expensive than whole life insurance policies. This is because term life Visit https://longtermcare.acl.gov for more information. insurance policies only cover a set amount of time, while OTHER INSURANCE whole life insurance policies are intended to be permanent and because part of your premium is put away for savings. • Catastrophic Health Care Insurance. A health plan that only covers certain types of expensive care, like If you have misplaced a life insurance policy, your state’s hospitalizations. insurance commission may be able to help you locate it. Or you can search for it at www.policylocator.org. • College Tuition Insurance. Get a tuition refund if you must withdraw because of a serious injury or illness. Document the insurance company’s name, policy number, However, your college may issue a partial refund without and contact information for your beneficiary. If you are a this insurance. beneficiary, contact the life insurer to claim your benefit. The insurance company may not automatically notify you • Dental and Vision Insurance. Some companies that that you are owed a death benefit. If the insurance company offer health insurance plans may also allow employees to knows that a customer has died, but can’t locate the purchase separate dental and vision plans, which are not beneficiaries, the company must send the benefits to the part of most standard health plans. state’s unclaimed property office. Research on • Identity Theft Insurance. This type of insurance www.unclaimed.org to find out if there is a death benefit in provides reimbursement to crime victims for the cost of your name. restoring their identity and repairing credit reports. This insurance may be part of your homeowners insurance Avoid losing your life insurance policy benefits by alerting policy or as a stand-alone policy. the policy beneficiaries and filing a copy of the policy with your will. LONG-TERM CARE INSURANCE INSURANCE SCAMS Medical advances have resulted in a greater need for nursing Be aware of these common signs of insurance scams: home care and assisted-living. Most health insurance plans • You may pay your insurance premium but your agent and Medicare severely limit or exclude long-term care. You keeps the money instead of forwarding it to the company. should consider these costs as you plan for your retirement. • Scammers pose as insurance agents or are unlicensed Here are some questions to ask when considering a to sell insurance. separate long-term care insurance policy: • A series of brokers and re-insurers receive a portion of • What qualifies you for benefits? Some insurers say the money you paid for your premium, until there is no you must be unable to perform a specific number of the money left to actually send to the insurance company. following activities of daily living: eating, walking, getting from bed to a chair, dressing, bathing, using the restroom, • You get notification for claims against your policy that and remaining continent. you didn’t file or services you didn’t receive. • What type of care is covered? Does the policy cover Take steps to protect yourself: nursing home care? What about coverage for assisted- • Make sure to get a confirmation from the insurance living facilities that provide less client care than a nursing company that your payment was received for the entire home? If you want to stay in your home, will it pay for care amount. provided by visiting nurses and therapists? What about • Confirm with your insurance regulator that your help with food preparation and housecleaning? insurance agent is licensed to sell insurance. • What will the benefit amount be? Most plans are written to provide a specific dollar benefit per day. The • Read claims and explanation of benefits statements benefit for home care is usually about half the nursing closely, and check for errors. home benefit, but some policies pay the same for both For more information or to file a complaint, contact: forms of care. Other plans pay only for your actual • Your state insurance regulator (p. 123). expenses.

34 www.USA.gov To contact an organization, use the directory beginning on page 64 35 INVESTING

• International Health Care Insurance. A policy that well in the past, there is no guarantee it will do well in the provides health coverage no matter where you are in the future. world. The policy term is flexible, so you can purchase it • What type of earnings can you expect? Will you get only for the time you will be out of the country. income in the form of interest, dividends, or rent? Some • Liability Insurance. Insurance for what the policyholder investments, such as stocks and real estate, have the is legally obligated to pay because of bodily injury or potential for earnings and growth in value. What is the property damage caused to another person. potential for earnings over time? • Shared Services Insurance. Find out what insurance • How much risk is involved? With any investment, there you need if you rent your home out or use your car to drive is always the risk that you will not get your money back others for a fee. or the earnings promised. There is usually a trade-off • Travel Insurance. There are four kinds of travel between risk and reward—the higher the potential return, insurance: Travel Cancellation Insurance, Baggage the greater the risk. While the federal government backs or Personal Effects Coverage, Emergency Medical U.S. Treasury securities, it does not protect against loss Coverage, and Accidental Death. Visit www.insuremytrip. on any other investments. com to learn more. • Are your investments diversified? Some investments • Umbrella Insurance. A policy that supplements the perform better than others in certain situations. For insurance you already have for home, auto, and other example, when interest rates go up, bond prices tend personal property. Umbrella insurance can help cover to go down. One industry may struggle while another costs that exceed the limits of other policies. prospers. Putting your money in a variety of investment options can reduce your risk. Contact your current insurance provider or state insurance commission for more information on these insurance policies. • Are there any tax advantages to a particular investment? U.S. Savings Bonds are exempt from state and local taxes. Municipal bonds are exempt from federal income tax and, sometimes, state income tax as well. Tax-deferred investments for special goals, such as INVESTING paying for college and retirement, let you postpone or even avoid paying income taxes. Check out the Securities and Exchange Commission’s (SEC’s) website, www.investor.gov for more information about investing. Be sure to note specific tips at www.investor.gov/introduction-investing/basics/save- invest. The SEC requires public companies to disclose financial and other information to help you make sound decisions. View the text of these files at www.sec.gov/ edgar.shtml. Contact the SEC’s Investor Information Service at 1-800-732-0330 to ask your investment-related questions, get alerts, and learn how to file a complaint. The Financial Industry Regulatory Authority (FINRA) also provides up-to-date market data and information for a wide range of stocks, bonds, mutual funds, and other If you have a financial goal in mind, such as saving for securities through its Market Data Center at finra-markets. retirement, paying for college, or buying a house, then you morningstar.com/MarketData/Default.jsp. may decide to invest your money to earn enough to fund Some companies rate the financial health of corporations your goals. Before you invest, make sure you have answers and municipalities issuing bonds. Their ratings are available to all of these questions: online and at many public libraries. For ratings of mutual • How quickly can you get your money back? Stocks, funds, consult personal finance magazines or websites. bonds, and shares in mutual funds usually can be sold at any time, but there is no guarantee you will get back all the FINANCIAL BROKERS AND ADVISORS INVESTING money you invested. Other investments, such as limited A financial professional can help you reach your financial partnerships, certificates of deposit (CDs), or IRAs, often goals. restrict your ability to cash out your holdings. When selecting a broker or investment advisor, research • What can you expect to earn on your money? While the person’s education, professional history, as well as the bonds generally promise a fixed return, earnings on most firm the person works for. Ask: other securities go up and down with market changes. • Has the person worked with others who have Keep in mind that just because an investment has done circumstances similar to yours?

34 1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 35 INVESTING

• Do you communicate well with each other? Does the Licenses and Professional Titles advisor listen to your needs? Will he or she keep you An advisor can have multiple titles and be authorized to updated on your investments? provide multiple services, including investment services, • Is the person licensed in your state? Your state securities financial planning, and insurance products. Check FINRA’s administrator (p. 127) lists individuals and firms that are Investment Professional tool at www.finra.org/investors/ registered in your state. Ask whether the regulatory office professional-designations to understand the designations, has any other background information. You can find the educational and ethical requirements to earn them, and out how to reach your state securities administrator by the organizations that offer them. The SEC, FINRA, and visiting www.nasaa.org. state regulators do not grant or endorse any professional • Has the person been in trouble with regulators or titles. Professional titles are not the same as licenses received serious complaints from investors? Call your or registrations. A license is granted by government local state securities administrator or the SEC (p. 103). authorities, and offer you legal protection. Check BrokerCheck at brokercheck.finra.org to find Suitability Versus Fiduciary Standards licensing, employment, and disciplinary information. When you interview potential financial planners, ask if they • Is the advisor tied to a specific investment firm or does he operate under a suitabilility or fiduciary standard. work independently? Independent advisors don’t have to • Suitability standard applies to broker-dealers. This promote specific funds and can offer flexible investments. standard requires brokers to evaluate an investment • What are the fees for servicing your account? Firms can option and determine that it can suit your needs, based charge based on the number of trades or the amount of on your financial situation. However, they are also your assets.

TYPE OF INVESTMENT WHAT IS IT? RISK LEVEL Bonds and Bond Funds Also known as fixed-income securities because the income they Low risk. pay is fixed when the bond is sold. Bonds and bond funds invest in corporate or government debt obligations. Commodities Physical commodities, such as an agricultural product (grains) or High risk. a natural resource (like gold). A futures contract is an agreement to purchase or sell a commodity for delivery in the future. Index Funds Invest in a particular market index such as the S&P 500 or the Risk level depends on Russell 2000. An index fund is managed passively and mirrors the which index the fund performance of the designated stock or bond index. uses. A bond index fund involves a lower risk level than an index fund of emerging markets overseas. Market-linked CDs Returns are linked to the future performance of a market index Medium to high risk. (or structured CDs) and may include stocks, bonds, foreign currency, or other assets. These are designed for a long-term commitment (up to 20 years). Money Market Funds Mutual funds that invest in short-term bonds. Usually pay better Low risk. interest rates than a savings account but not as much as a certificate of deposit (CD). Mutual Funds Invest in a variety of securities, which may include stocks, bonds, Risk levels vary and/or money market securities. Costs and objectives vary. according to the holdings in the mutual fund. Roth IRA A personal savings plan where earnings that remain in the account Risk levels vary are not taxed. Investments may include a variety of securities. according to the Contributions are not tax-deductible. holdings in the IRA. Stocks Stocks represent a share of a company. As the company’s value Medium to high risk. rises or falls, so does the value of the stock. Traditional IRA Traditional IRA is a personal savings plan that gives tax Risk levels vary advantages for savings for retirement. Investments may include according to the a variety of securities. Contributions may be tax-deductible; holdings in the IRA. earnings are not taxed until distributed.

36 www.USA.gov To contact an organization, use the directory beginning on page 64 37 INVESTING

concerned about how their recommendations benefit risky venture that is rarely suitable for individual investors or their company financially. “retail customers.” Before participating in the commodities • Fiduciary standard rules apply to investment advisors. market, check the registration status and background of the This standard requires the advisor to put your best person and company at www.nfa.futures.org/basicnet. interest first. They must give advice based on detailed Anyone who trades or gives advice to the public about and thorough research, and fully disclose all important futures and other derivatives must be registered with the facts. In addition, they avoid conflicts of interest, putting National Futures Association (p. 137). The CFTC also your financial interest above their own. provides additional information about how to protect Additional organizations that could be helpful are: yourself before and during trading in the commodities and • The Commodity Futures Trading Commission’s options markets at www.cftc.gov/ConsumerProtection. (CFTC) www.smartcheck.gov is a collection of free tools REAL ESTATE to check the background of financial professionals. There are multiple ways to invest in real estate: • Both the North American Securities Administrators Association (p. 137) and the National Futures Association • Investment property - You buy a house, apartment (p. 137) can offer helpful information. building, or commercial space to rent to tenants. • FINRA (p. 136) provides a dispute resolution program • Real estate investment group - You buy property from one among investors, brokers, and brokerage firms. Senior of these companies and rent it out to a tenant. The real estate investors can call 1-844-574-3577 for help with brokerage investment group provides property management services, accounts and investments. including maintenance and tenant selection, in exchange for • The SEC’s Investment Adviser Public Disclosure website, a portion of the rent. adviserinfo.sec.gov provides information on a firm or • Real estate investment trusts (REIT) - A REIT is a individual’s registrations, experience, and disciplinary security that invests in real estate and sells shares of action. ownership to investors. Shares are sold on the major • www.SaveAndInvest.org offers unbiased information and exchanges, like any other stock. strategies to help you avoid investment fraud. • Real estate trading (“flipping”) - You buy a property, with COMMODITIES the goal of reselling it for a profit in the short term. The price increase and profits are due to an active property market or Trading in commodity futures is different from investing. major property renovations and improvements. Commodity futures are an agreement to buy or sell a specific quantity of a variety of commodities such as Be cautious of pitches or ads that promise great returns in precious metals, grains, or other natural resources. Trading a short time period from investing in real estate, or promise commodity futures and options is a volatile, complex and huge profits without risk. It generally takes a significant amount of time to earn money from investing in real estate. These are often a scam. INVESTING SCAMS Before you select a real estate investment, consider these Be aware of these common signs of investment scams: questions. • Scammers offer free lunches or seminars, posing as • What are your goals? Do you want to earn revenue from financial planners to pitch appealing investment offers. rental payments, make a profit when you sell the property, • Offers for high or guaranteed profits. or both? • Sales pitches saying the investment is “risk-free”. • Have you done research? Research neighborhoods and prices. Look at properties and set criteria to • Pressure to invest immediately or limited opportunities. evaluate potential properties that you would like to buy. • Pyramid schemes, where investors make money from Understand the housing market and determine if prices recruiting more investors, rather than from sales or are increasing, or if there is a need or demand for rental profits from a stock or product. property in the neighborhood. Take steps to protect yourself: • Do you plan to hire a realtor? A licensed realtor can • Research investment opportunities and investment help you locate properties, share information about an

area’s pricing, zoning rules, and growth potential. INVESTING professionals. • Do you plan to be a landlord or hire a property • Get all details of an investment in writing. manager? There are major responsibilities involved with For more information or to file a complaint, contact: managing a property, such as selecting tenants, paying • Your state securities administrator (p. 127). mortgage and insurance, maintenance and repairs, • The Securities and Exchange Commission (p. 103). collecting rent, and handling tenant complaints and disputes. A qualified property manager could cut into • Financial Industry Regulatory Authority (p. 136).

36 1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 37 INVESTING

your profits, but if they are experienced, could help save • The Investor’s Clearinghouse you money in the operations of your property. (www.investoreducation.org) • Do you have enough for a down payment? You may • MyMoney.gov (www.mymoney.gov) be required to pay 20% or more as a down payment. • MyRA (MyRA.gov) Mortgages for investment property don’t qualify for • Securities and Exchange Commission private mortgage insurance or a reduced down payment. (www.sec.gov or www.investor.gov) • Can you afford to own a rental property? In addition • Social Security Administration (www.ssa.gov) to the mortgage, you need a cash reserve to pay for repairs, taxes, and unexpected expenses. You should also have money set aside for months when your building is vacant, so that you are still able to pay the mortgage. PRIVACY AND IDENTITY THEFT • Have you shopped around? Compare interest rates that banks are offering on mortgages for investment properties. They are often higher than the interest rate on a mortgage for a primary residence, as these mortgages are more risky to a bank. RETIREMENT PLANNING As you approach retirement, there are many factors to consider. Experts advise that you will need about 80% of your pre-retirement income in your retirement years. The exact amount depends on your individual needs. If you have a financial advisor, talk to him or her about your plans. Some questions to ask: Your personal information is a valuable resource for • At what age do you plan to retire? identity thieves, scammers, and even to corporations. • Will your spouse or partner retire when you do? Data breaches highlight how important it is for you and companies you do business with protect your privacy. • How much will your housing expenses be? Will you downsize, own, or rent your home? Identity thieves steal your personal information to commit fraud. They can damage your credit status and cost you • Do you expect to work part time? time and money to restore your good name. You may not • Will you have the same medical insurance you had while know that you are the victim of ID theft until you experience working? Will coverage change? a financial consequence (mystery bills, credit collections, • Do you want to travel or pursue a new hobby that might denied loans). Follow these tips to protect yourself: be costly? • Secure your social security number. Don’t carry it In addition to maintaining your lifestyle during retirement, in your wallet. Only give out your social security number you may need to purchase long-term health insurance when absolutely necessary. (p. 34) or pay for assisted-living services (p. 25). • Protect your PIN. Don’t share your PIN with others or Use interactive tools and calculators to help you plan your keep it in your wallet. retirement. The Consumer Financial Protection Bureau’s • Watch out for “shoulder surfers.” Shield the keypad interactive retirement tool at www.consumerfinance. when typing your passwords on computers and at ATMs. gov/retirement/before-you-claim can get you started. It • Be skeptical. Don’t respond to unsolicited requests shows you how your social security retirement benefits will for personal information (your name, birthdate, social change, based on factors like your age, life expectancy, or security number, or bank account number) by phone, marital status. Also, use estimators, like the ones at www. mail, or online. choosetosave.org/ballpark, to learn how much you need to save to retire comfortably. • Collect mail promptly. Ask the post office to hold your mail when you are away from home for a few days. For more information go to: • Pay attention to your billing cycles. If bills or financial • AARP (www.aarp.org) statements are late, contact the sender. • American Savings Education Council (www.asec.org) • Keep your receipts. Compare receipts with account • Certified Financial Planner Board of Standards statements. (www.cfp.net ) • Tear up or shred receipts, credit offers, account • Investopedia statements, and expired cards, to prevent “dumpster (www.investopedia.com/university/retirement) divers” from getting your personal information. • U.S. Department of Labor (www.dol.gov/agencies/ ebsa) 38 www.USA.gov To contact an organization, use the directory beginning on page 64 39 PRIVACY AND IDENTITY THEFT

• Store personal information in a safe place at home affidavit and your police report make up your ID theft and at work. report. • Install firewalls and virus-detection software on your • Contact the credit reporting agencies (p. 16) and ask computer, tablet, or mobile phones. them to flag your account with a fraud alert. This informs • Create complex passwords that identity thieves cannot merchants not to grant new credit without your approval. guess easily. An ID theft report will help you deal with the credit • Send a copy of the death certificate of a loved one reporting agencies and companies that extended credit to to the IRS. This can prevent tax ID theft for a deceased the identity thief using your name. Visit person or their spouse. identitytheft.gov/Steps for more information about creating an ID theft report. You can file your complaint or by calling • Order your credit report once a year. Check it more toll free 1-877-438-4338. frequently if you suspect someone has gained access to your account information. See “Order Your Free Credit PROTECT YOUR PRIVACY Reports” (p. 15). Companies, known as data brokers collect your income, REPORT IDENTITY THEFT family size, shopping habits, online behavior, credit card If you are a victim of identity theft, report it immediately. use, and your demographic information to create a profile Visit identitytheft.gov to report it and get a recovery plan. about your lifestyle. Unlike credit reports, you can’t review Follow these steps: them or correct mistakes. These reports can also lead to discrimination, where some consumers are only targeted • Report it to your financial institutions. Call the phone with high interest loans or inferior financial products. number on your account statement or on the back of your credit or debit card. Some of the personal information you give willingly, but other bits of information are collected without you realizing • File a report with the Federal Trade Commission. it. Your mobile phone, apps, wearable fitness trackers, or This detailed report is also called an ID theft affidavit. baby monitors can transmit your personal information. • Report the fraud to your local police. Keep a copy of Brokers analyze your data to understand your behavior, and the police report, which will make it easier to prove your sell it to marketers and retailers. case to creditors and retailers. Together, your ID theft Retailers use your information to offer targeted promotions, customize online ads, and adjust prices for items. Take ID THEFT these steps to protect your privacy: Here are some common schemes that ID thieves use to • If you apply for a store loyalty card, do not include your full steal your identity. name so that it, and your purchase behavior, cannot be connected to your other consumer profiles. Telemarketing. An ID thief may call you, making fraudulent offers for products, benefits or medical • Use cash rather than electronic payment options. services. The caller will require you to provide personal • Don’t use free instore Wi-Fi connections. information, such as your social security number, birth • Be careful about what you post on social media. Data date, or Medicare ID number. brokers may scrape information you post to enhance the Tax ID theft. In some cases, phony tax preparers steal information that they have in your consumer profile. your social security number and sell it to scammers. • Disable cookies when shopping online, to prevent In others, someone files a tax return, using your social companies from tracking your online browsing behavior. security number. For more information contact the IRS’ • Beware of using cell phones in stores or using the public Taxpayer Advocate Service at 1-877-275-8271 or visit Wi-Fi in a store. By using these networks, stores may know www.irs.gov/advocate. which items you looked at and which aisles you visited. Medical ID theft. Medical service providers can take • Read privacy statements on websites, sales materials, advantage of access to your insurance information to and forms. If a website claims to follow a set of get medical services in your name, or to issue fraudulent established voluntary standards, read the standards. IDENTITY THEFT PRIVACYAND billing to you and your health insurer. Don’t assume it provides the level of privacy you want. Child ID theft. Children’s IDs are vulnerable because • Ask how your personal information will be stored and children don’t need to file taxes or use their social security used. numbers to apply for loans for many years. By the time they • Only provide the purchase date, model and serial are adults, the damage has already been done. Find out if numbers, and your contact information on warranty your state allows you to freeze your child’s credit report. registration forms. Follow the steps listed on identitytheft.gov for a full guide on • Opt-out if you do not want the company to share your how to limit the impact of identity theft. email address with other companies. Check with your state or local consumer protection agency

38 1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 39 PRIVACY AND IDENTITY THEFT

(p. 106) to find out whether any state laws help protect your privacy. Some companies and industry groups have also PRIVACY SCAMS adopted voluntary policies that address privacy concerns. Be aware of these common signs of identity theft and EDUCATION PRIVACY privacy scams: Education privacy deals with the storage, control, sharing, • You receive emails or phone calls asking you to verify and destruction of students’ educational records. The your social security number, birthdate, account Federal Education Rights and Privacy Act (FERPA) gives numbers, or passwords. parents of school aged children (kindergarten through • You stop receiving mail, such as credit card or bank 12th grade) access to their education records. This act statements. also limits who the school can share the information with, Take steps to protect yourself: such as other schools, without permission from a student’s parent. Take action: • Shred sensitive documents that include your personal information. • Opt out of having your child’s personal information used for directories that can be shared with third parties. • Don’t respond to requests for personal information in emails or by phone, or with any stranger. • Ask for documentation about the purpose of the data collection, if a school says that data collection is required. • Get a free copy of your credit report to verify that no one Find out how the data will be used, stored, and destroyed. opened accounts in your name. For more information, visit www2.ed.gov/policy/gen/guid/ For more information or to file a complaint, contact: fpco/ferpa/index.html or call 1-800-872-5327. • The Federal Trade Commission (p. 102). Data breaches are also a threat to privacy, especially • Your local police department. at colleges and universities. Social security numbers, birthdates, grades, addresses and other personal information to inform you of their privacy policies. They information are compromised in a breach. These breaches must give you their privacy policy when you open an can impact students’ academic records and financial account, and again, at least once every year. This includes: aid, while making them vulnerable to identity theft. If • The kinds of personal information being collected. your college has experienced a data breach find out what • How the confidentiality and security of your personal protections the school has put in place. The Privacy information will be protected. Rights Clearinghouse offers more information about your education privacy rights www.privacyrights.org. • What types of businesses may be provided your personal and account information. FINANCIAL PRIVACY If a business plans to share your information with other The Federal Deposit Insurance Corporation and other companies it must also give you the chance to “opt-out” or federal regulators require banks, insurance companies, say “no” to information sharing. Even if you do not opt-out, brokerage firms, and certain businesses that share financial your account numbers may not be shared with third parties for marketing purposes. You cannot prevent certain types of information from being WHAT TO DO AFTER A DATA BREACH shared. This includes information that is publicly available, Data breaches at organizations can make you vulnerable to needed to conduct normal business, or protect against fraud and identity theft. Take action if your information has fraud. Also, a bank can share your information with a been compromised: partner company to market products. • Sign up for a free credit monitoring service, if it is offered Your credit information has additional privacy protections by the organization that experienced the breach. This under the Fair Credit Reporting Act. Only people with a can alert you if credit accounts are opened in your legitimate business need can get a copy of your report. information. Unless prohibited by state law, an employer can get your • Change passwords on any accounts connected to your report with your written consent. The “Order Your Free compromised information. Credit Reports” box on page 15 explains your rights under this federal law, and how to get a copy of your credit reports. • Place freezes on your credit reports with the credit reporting agencies (Equifax, Experian, and TransUnion). MEDICAL PRIVACY • Request new cards, if the breach involved a credit or Personal information you give to your doctor is shared debit card. with insurance companies, pharmacies, researchers, and • Check your bank or credit card statements closely. employers based on specific regulations. The privacy of Report suspicious charges to the fraud department. your health records is protected by federal law, specifically under the Health Insurance Portability and Accountability Learn more at identitytheft.gov/Info-Lost-or-Stolen. Act (HIPAA). The Act:

40 www.USA.gov To contact an organization, use the directory beginning on page 64 41 TELECOMMUNICATIONS

• Defines your rights over your health information. TELECOMMUNICATIONS • Sets rules and limits on who is allowed to receive and/or TELECOMMUNICATIONS see your health information. HIPAA does not protect the information you transmit on health related websites, apps, in home medical tests, and wearable devices. The Department of Health and Human Services, Office for Civil Rights (p. 95) is a resource for complete details and advice about the HIPAA ruling. The Office for Civil Rights also provides a listing of resources for consumers, providers, and advocates, along with fact sheets and other educational materials. You may need to get a copy of your medical reports and tests, especially if you need to show them to a new doctor or specialist. Request your records from medical pviders and the hospital where medical services were provided, for a fee. Choices for phone service, Internet, and television have never been greater. As devices have multiple functions, If you believe that a person, agency, or organization such as the ability to watch television shows on your covered under the HIPAA Privacy Rule violated your health computer or surf the Internet using your phone, your information privacy rights or violated the Privacy Rule, file choices about each of these services may overlap. Most a written complaint with the Department of Health and consumers are now able to bundle phone, TV, and Internet Human Services, Office for Civil Rights (p. 95). service for a discount. However, buying a bundle of services Visit the U.S. Department of Health and Human Services, could make it difficult to change providers for any one Office for Civil Rights website at www.hhs.gov/hipaa for service if you are tied into a long-term contract. Before you more information on how the federal government protects buy, compare service providers to make sure you get the your personal health information. service and features you want, for the best price. ONLINE PRIVACY INTERNET Take steps to protect your privacy online. Choosing Service Providers • Look for a privacy policy statement or seal that indicates You will need an Internet Service Provider (ISP) to connect the site abides by privacy standards. Take the time to read your computer to the Internet. Some companies limit their how your privacy is protected. service to providing Internet access only. Others, such as a • Look for signals that you are using a secure web page. telephone or cable company, may offer Internet access as Signs include a screen notice that says you are on a part of a larger package of services. secure site, a closed padlock or unbroken key in the Consider these factors when selecting a provider: bottom corner of your screen, or a change in the first • Speed. How fast can you download or upload files? letters of the Internet address you are viewing from “http” to “https.” • Availability. Which companies offer service in your area? • Sign up for two factor authentication to add another layer of security when logging in to accounts. • Wireless access. Can you get a wireless connection for multiple computers and devices in your home? • Guard wireless speakers, mice, and other connected devices. Hackers can use them to access information • Email. Do email accounts come with the service? What stored on your computer will be the storage limit on your mailbox? • Secure information on smartphones. Password protect • Software. Is any software required to activate the your phone and apps, such as mobile wallets or bank service? accounts that can be hacked. • Technical support. What kinds of technical support are Another threat to your privacy is spyware. Spyware sends available—phone, email, chat? Is the support free? information about your online activities to a third party, • Data caps. How much data can you use each month? usually to target you with pop-up ads. Install anti-spyware • Terms of service. Is there a limit to the amount of data software to stop this threat, and update them regularly. you can use per month? Do you have to sign an annual contract with the ISP? • Cost. What is the monthly fee for the service? Are there fees for renting a modem or set up?

40 1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 41 TELECOMMUNICATIONS

BEWARE: JUICE JACKING

Public charging kiosks let you charge your phone while you are on the go. Beware: charging stations can threaten the security of your mobile phone. The same USB cord you use to connect your phone to the kiosk is also used to transfer and sync files. If a hacker tampers with the kiosk, they can steal, or “jack” passwords, contacts and credit card numbers while your phone charges. Hackers could also The FCC’s broadband label (p. 43) helps you compare internet service providers’ prices, data allowances, and connect a video connector split speed. ISPs aren’t required to use this format, but they are screen to simultaneously display required to disclose this information to the public. everything you type and click on another screen in another location. If you have a low household income, you may qualify for low-cost Internet service. Check with the Internet service If you use a charging station turn your phone off providers in your area or your public utility commission completely. Avoid using the preattached cords. (p. 131) for details. Wi-Fi (Wireless) important if you conduct financial transactions online. If you use the wireless (Wi-Fi) network at bookstores, airports, Going wireless provides you with the freedom to use coffee shops, retailers, or other public places, there are computers and devices in multiple locations. However, with other precautions you should take to protect your privacy. this increased freedom comes the danger of increased vulnerability. Wireless Internet requires you to have access At home: to a wireless network via a wireless router. It is important • Turn on encryption. When you buy a wireless router, that you secure your network so strangers (or neighbors) it is important to turn on the encryption feature. This cannot use your network without your knowledge (also scrambles information that you send over the Internet so known as “piggybacking”). Also, computer hackers could other people cannot access it. use your network to access personal information you • Rename your router. Change the name from the save on, or send from, your computer. This is particularly manufacturer’s default name to something only you would know. BILL CREEP • Change the password. Routers come with a standard password. Create a new one with a mix of letters, If you’ve ever had a bill for service steadily rise over a few numbers, and special characters. years, then you have experienced “bill creep”, where the costs of a monthly expense creeps up. The price increases • Turn off your router when you are not using it. are usually small dollar amounts, but they can add up over • Be aware of cookies and device identifiers. Websites time. Take these steps to protect yourself from bill creep: place cookies on your computer to collect information about the pages you visit. Device identifiers monitor the • Review your monthly statements to know what you’re apps you use on your device. Visit www.consumer.ftc. really paying. gov/articles/0042-online-tracking for more information. • Cancel features that you don’t actually use. On public wireless networks: • Consider unbundling services. • Don’t assume the network is secure. Most public • Negotiate lower rates with the service provider. wireless networks do not encrypt information you send. • Find out if the service provider has a deal to reward Avoid sending private information from public locations. longtime customers. Or, consider using a virtual private network (VPN) to secure information you send via public networks. • Research cheaper options that meet your needs. • Verify that you are connecting to a trusted network. • If your discount prices are going to expire at a certain Some scammers create free, unsecured Wi-Fi networks, date, mark the date on your calendar and make an active similar to the names of trusted ones. If you use it, they can decision to cancel your service or see if you can get a steal all the information (usernames, passwords, account better deal. numbers) that you enter.

42 www.USA.gov To contact an organization, use the directory beginning on page 64 43 TELECOMMUNICATIONS

• Don’t post your email address on a public web page. TELECOMMUNICATIONS Spammers use software that harvests text addresses. Substitute “jane4oe6 at isp dot com” for “jane4oe6@isp. com,” or display your address as a graphic image, instead of the text. • Don’t enter your address on a website before you check its privacy policy. • Uncheck any checked boxes. Otherwise, you may be giving permission for the website and its partners to contact you. • Don’t click on an email’s “unsubscribe” link unless you trust the sender. This action tells the sender you are there. • Never forward chain letters, petitions, or virus warnings. lt could be a spammer’s trick to collect addresses. • Disable your email “preview pane.” This stops spam from reporting to its sender that you have received the email. • Choose an email system that filters email. If you get lots of spam, it may not be filtering effectively. • Use spam-blocking software. Web browser software often includes free filtering options. You can also purchase special software that will accomplish this task. • Report spam. Alert your ISP that spam is slipping through its filters. The FTC also wants to know about “unsolicited commercial email.” Forward spam to spam@ uce.gov. Visit www.consumer.ftc.gov/articles/0038-spam for more information. PHONES Most consumers are now able to buy local and long- distance phone service from their telephone company, cable or satellite TV provider, or ISP. Services such as voice mail, call waiting, caller ID, and wireless may be offered as a package deal or sold separately. Before you buy, compare services and prices and think about what you really need. Find out how each company prices its services. Are there minimum use, time-of-day, or distance requirements; flat monthly fees; or special plans? For example, wireless • Use encrypted websites. If you send sensitive service may be cheaper than regular local service if you do information from a public network, make certain that the not make many calls. Make sure you are comparing prices URL starts with “https” (“s” means secure). Look for that on similar plans and features. Read the fine print and ask on every page you visit. questions if there is anything you are not clear about. • Log out of websites after you finish using them rather The Federal Communications Commission (p. 101) offers than using “remember me” features. information about choosing a long-distance carrier, Visit www.consumer.ftc.gov for more information about understanding new phone fees and taxes, and more at wireless computing. www.fcc.gov/consumers. The FCC also offers information Spam to help you understand phone charges at Spam is unsolicited commercial email. You can reduce the transition.fcc.gov/cgb/consumerfacts/understanding.pdf. amount of spam email you receive by making it difficult for Slamming and Cramming spammers to get, and use, your email address: “Slamming” occurs when a phone company illegally • Don’t use an obvious email address, such as JaneDoe@ switches your phone service without your permission. isp.com. Instead use numbers or special characters, such “Cramming” occurs when a company adds charges to your as [email protected]. phone bill without your permission. These charges may be • Use one email address for close friends and family unnoticed because they are relatively small ($5 to $30). and another for everyone else.

42 1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 43 TELECOMMUNICATIONS

Take these steps to avoid slammers and crammers: Where can you make and receive calls? Most providers • Block changes to your phone service. Ask your now offer a choice of local or national plans. A local plan telephone service provider to notify you before making offers low-cost options if most of your calls are made near any changes to your service. your home or specific calling areas. National plans are the most expensive, but they let you use your phone anywhere • Read the fine print on contest entry forms and coupons. in the country for a single per-minute price. You could be agreeing to switch your phone service or to buy optional services. How frequently will you use the phone? If you don’t use your phone often, a few minutes a month may be all you • Watch out for impostors. Companies could falsely need. On the other hand, if your cell phone is your primary claim to be your regular phone company and offer some phone, a plan with the lowest airtime rate is a wiser choice. type of discount plan or change in billing. They may also say they are taking a survey or they may pretend to be a Is a family plan option available? You can share one government agency. cellular service plan and a pool of monthly usage minutes • Beware of “negative option notices.” You can be among several phone lines. The cost of the additional lines switched or signed up for optional services unless you per month is usually less than if you purchased individual say “NO” to telemarketers. accounts. • Examine your telephone bill carefully, including pages Parental controls? Can you set controls that filter how that show the details, and look for suspicious charges. your child uses a mobile phone? Your phone service cannot be shut off for refusal to pay Device upgrades. How often can you upgrade your smart for unauthorized services. Contact your local or state phone? What fees do you pay for this service? consumer protection agency (p. 106), state public utilities What if you want to cancel your service? Read your commission (p. 131), or the FCC (p. 101) for help. contract to see if you have to pay a termination fee or if there is a clause that allows you to cancel for free. Cell Phones Before you choose a plan and a company that meets your Several large mobile service providers have stopped needs, you should consider these questions: offering standard two-year contract plans, with a reduced price for the phone. Instead, they will sell the phone at full price, either paid at once or over the life of the phone. The BEWARE: MOBILE PHONE HIJACKING companies may also lease the phone to you, but you will have to return it to the company when you get a new one. Mobile phone account hijacking happens when a thief Be sure to keep track of your usage and understand your takes ownership of your phone number. You won’t be cell phone bill to avoid “bill shock.” Visit www.fcc.gov/ receive phone calls and text messages, but you will get general/bill-shock to learn how to better monitor your a bill for a new mobile phone. usage. This scam happens when a thief takes a fake ID, in your Smart Phones name, to your wireless provider’s retail store. The thief Smart phones are like miniature computers. They provide will tell the customer service representative that “you” basic phone functions, along with advanced features, need a new phone or that your SIM card is damaged. including browsing the Internet, accessing email, He or she gets the new phone, connected to your phone interacting on online social networks, listening to music, number. Your phone will stop working immediately. watching videos, uploading pictures, and using apps. This scam can have far reaching effects, especially When shopping for a smart phone, consider these tips: if you use your mobile phone number for two factor • Compare the cost of data plans. These plans govern use authentication (2FA) to log in to bank or social media and costs associated with mobile access for email, web accounts. browsing, social networking, and applications. Opt in to your mobile provider’s extra security features • Take advantage of special pricing and promotions. to preent being a victim of this scam. • Will the service provider “throttle”, or reduce the speed of If you have been a victim of mobile phone hijacking: your data transmission after you hit a certain amount of • Contact your mobile phone carrier if your phone usage? If so, will you get a warning beforehand? suddenly stops working. • Is there a limit on the amount of data you can use each • Review the bills from your mobile service provider month? • Report the incident at IdentityTheft.gov. • Be wary of buying phone insurance, which may sound tempting; consumer groups generally advise against it. • Change passwords and PINs for your mobile phone and any accounts you normally access from your Since smart phones are like miniature computers, many of the same privacy and safety concerns apply. See Online phone . Privacy (p. 41) for more information on how to protect yourself from these concerns. 44 www.USA.gov To contact an organization, use the directory beginning on page 64 45 TELECOMMUNICATIONS TELECOMMUNICATIONS TELECOMMUNICATIONS SCAMS Be aware of these common signs of telecommunications scams: • You receive a call, or pop-up notice on your screen, with a false claim that your computer is infected with a virus. • Scammers send emails that include links that can install viruses, freeze your computer, or ask you to share personal information. • Scammers set up free public Wi-Fi hotspots. They can detect and steal everything you type, including passwords and credit card numbers. • You make a spelling error when typing in a website URL on demand so you can order movies and sports events of a popular website. Scammers set up fake websites and watch them when you like (usually within a 24-hour that lead to the incorrectly spelled websites, to install window). You can also buy a bundle of services that malware or collect your personal information. includes digital TV, digital phone, and broadband Internet Take steps to protect yourself: access at discounted rates. Keep in mind, however, that you • Hang up or don’t respond to emails or calls about may be asked to sign a contract for bundled services. viruses on your computer. Satellite • Don’t click on links in emails or ads from companies you This service requires a dish that is mounted outside don’t know. This “click-bait” can download malware onto your home (service requires an unobstructed view of the your computer or smartphone. satellite) and a receiver that is placed by your television. • Don’t use unsecured or unknown Wi-Fi hotspots. Satellite TV offers comparable channels to cable TV, and you can add a digital video recorder to record shows for • Access websites through bookmarks or saved searches. viewing later. Check with your satellite TV provider for For more information or to file a complaint, contact: channel options and prices. As with cable TV, you may • The Federal Communications Commission (p. 101). be asked to sign a contract for a package of services. One downside to satellite TV is occasional interference during • The Federal Trade Commission (p. 102). periods of rain or snow. Find out if there are additional fees for the repositioning of a satellite dish due to bad weather, Pay-As-You-Go Plans or for damages due to falling tree limbs. If you don’t plan to use a cell phone often or only for emergencies, you may want to consider a prepaid cell Internet TV phone before you commit to a long-term wireless contract. If you have a high-speed Internet connection, you are With a prepaid cell phone, there is no contract to sign and already able to watch videos on your computer. There are no monthly bill. You will know exactly how much you spend. also subscription streaming services that use your Wi-fi The downside of prepaid plans is that you pay more per connection to show programming on your computer or TV. minute and, if you do not use the phone for an extended Before you choose, find out: period of time, you may lose the balance in your account. • Is a set top box required to use the service? Does it include its own Wi-Fi connection? TV • Do you pay a flat monthly fee or pay per each episode or There are many choices for consumers looking to buy a movie you watch? new television. Before buying a new TV, do your homework. • Do you have to sign a contract for the streaming service? It is important to see the screens in person before buying to make sure the one you select will meet your needs. For • How are you able cancel the service and stop automatic independent ratings and reviews, check out Consumer payments? Reports at www.consumerreports.org. Once you have a • Does the streaming service offer programs you want to television, there are several options for tuning into the see? Does the program catalog feature new releases? channels. In addition to free television, you can subscribe to • Are you more interested in movies, TV series or original cable, satellite or Internet TV. programming? Not all streaming services provide all Cable types of video content. You can start with a basic lineup of channels and later • What is the quality of the video? add additional tiers of channels. The more channels you want, the more it will cost. You may want to consider video

44 1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 45 TELEMARKETING AND UNWANTED MAIL

Placing your number on this national registry will stop most telemarketing calls, but not all of them. Calls that are TELEMARKETING AND UNWANTED still permitted include those from political organizations, charities, telephone surveyors, and some organizations MAIL with which you have a relationship. You can register landline and cell phone numbers on the Do Not Call Registry (www.donotcall.gov). There are other ways to block unwanted calls: • Mobile apps that allow you to create a list of phone numbers that can’t call you. • Built in features on your mobile phone. • Call blocking devices. • Your phone carrier can allow you to create a list of phone numbers to block. PRE-RECORDED MESSAGES Pre-recorded sales calls or robocalls are illegal. Companies cannot transmit these messages or send text messages to consumers who have not agreed, in writing, to accept such messages. A company cannot contact you based on a prior business relationship. Pre-recorded calls may only be made What can you do about the growing pile of unwanted mail in to residential telephone numbers in the following cases: your mailbox and unwelcome telemarketers on your phone? Actually, there are several things you can do: • Emergency calls needed to ensure your health and safety. • Tell companies you do business with to remove your • Calls that do not include any unsolicited advertisements. name from customer lists they rent or sell to others. Look • Calls by, or on behalf of, tax-exempt nonprofit for information on how to opt-out of marketing lists on organizations. sales materials, order forms, and websites. • Calls for which you have given prior consent. • Opt-out of receiving unsolicited commercial mail from many national companies for three years. Visit dmachoice.thedma.org to register. Use the services TELEMARKETING SCAMS provided by the Data & Marketing Association (p. 136) to Be aware of these common signs of telemarketing scams: remove your name from most national telemarketing, mail, • Someone calls and pressures you to make a purchase or and email lists. donate to a fake charity. • If you would like to opt-out of credit and insurance offers, • A telemarketer asks “Can you hear me?”, so that they call the credit reporting agencies’ notification system at can record you saying “Yes”. Your “yes”can be used as 1-888-567-8688 or visit www.optoutprescreen.com (note: proof that you agreed to buy their product or agreed to you will have to share your social security number). charges on your credit card. • Under U.S. Postal Service (USPS) rules, it is illegal to send mail that looks like it is from a government agency • You are told you’ve won a prize or lottery, but you must when it is not. It is also illegal to send mail that looks like a pay a tax or fee to claim it. bill when nothing was ordered, unless it clearly states that Take steps to protect yourself: it is not a bill. Report violations of this rule to the USPS • Register for the National Do Not Call Registry, at (p. 103). www.donotcall.gov, and your state’s do not call registry, NATIONAL DO NOT CALL REGISTRY if it has one. The federal government’s Do Not Call Registry allows you • Research charities before you donate, using the Wise to restrict telemarketing calls permanently by registering Giving Alliance, Charity Navigator, or Guidestar. your phone number at www.donotcall.gov or by calling • Don’t answer questions from telemarketers. 1-888-382-1222. If you receive telemarketing calls after your For more information or to file a complaint, contact: number has been in the national registry for 31 days, you • The Federal Communications Commission (p. 101). can file a complaint using the same web page and toll free number. Contact your state’s consumer protection office • The Federal Trade Commission (p. 102). (p. 106) to find out if your state has its own Do Not Call • Your state consumer protection office (p. 106). (DNC) list and how you can add your number to it.

46 www.USA.gov To contact an organization, use the directory beginning on page 64 47 TRAVEL

Phone carriers aren’t prohibited from offering robocall pay” conversion tactic, where the free offer automatically blocking. Contact your phone company, mobile or landline, converts to a monthly subscription for the product. You will and ask them to offer call blocking technology. Visit www. be charged monthly for the items, and it can be difficult to fcc.gov/stop-unwanted-calls to learn more. cancel the subscription. Before you accept that free offer, If you receive pre-recorded telemarketing calls but have not ask if they automatically convert the trial to a paid service agreed to get them, file a complaint with the FCC at and how you can opt-out. Otherwise you could find yourself www.donotcall.gov or by calling 1-888-225-5322. You should paying for items you don’t want. also be able to block robocalls on your landline or mobile phone. TELEMARKETING SALES CALLS TRAVEL The FTC Telemarketing Sales Rule defines what telemarketers can and cannot do when making a sales call.

Callers must: TRAVEL • Provide the seller’s name. • Disclose that the call is a sales call. • Tell you exactly what they are trying to sell. • Disclose the total cost and other terms of sale before you make any payment for goods or services. • Tell you if they do not allow refunds, exchanges, or cancellations. If a prize is involved, the caller must give you the odds of winning, inform you that no purchase is necessary, and tell you how to get instructions for entering without buying anything. It is illegal for telemarketers to: Whether reserving a hotel room, buying plane tickets, or • Misrepresent what they are offering. making other travel arrangements, these tips will help you • Call before 8 am or after 9 pm. get the deal that best suits your needs: • Threaten, intimidate, or harass you, or call again if you • Plan as far ahead as you can. Special deals on hotel ask them not to. rooms and airline seats often sell out very quickly. • Require you to pay with a money transfer service or • Be flexible in your travel plans. Hotels usually offer a reloadable prepaid card, both of which are favored better rates on days when they expect fewer guests. Find payment methods for scammers. out if you can save on flights by leaving a day earlier or This rule applies even when you receive a call from a later, flying at a different time of day, or using a different telemarketer in another state or country. It also applies airport. Changing planes during your trip is sometimes when you make a call to a company in another state or cheaper than a nonstop flight. country in response to a mail solicitation. • Check out the seller. Research travel agents with past The rule generally does not apply when you call to order customers. Make sure you are booking your travel with a from a catalog or in response to an ad on television or radio, legitimate travel booking site, not a fake. or in a magazine or newspaper. It also does not apply to • Comparison shop. Determine the complete cost of the solicitations you receive by fax or email. Beware that certain trip in dollars, including all service charges, baggage fees, types of businesses, including nonprofit organizations, taxes, and processing fees. investment brokers and advisors, and banks and financial • Beware of unusually cheap prices and freebies. institutions, are exempt from the rule. These could be a scam, and you could end up paying The Federal Communications Commission also has the more than the cost of a regular package tour. Telephone Consumer Protection Act to protect you from • Make sure you understand the terms of the deal. If unwanted calls. Under this rule, you can revoke consent you hear you have won a free vacation, ask whether you at any time, even if you previously agreed to receive calls have to buy something in order to get it. Verify locations from a company. Also, a company can’t limit your access to and amenities, especially if you are renting a private sales or offers, based on whether or not you agree to accept home. telemarketing calls. • Ask about cancellation policies. Airlines will either Some telemarketers advertise “free” trial offers to entice let you either hold a reservation for 24 hours without new customers. They may ask for your credit card number, charging or cancel a paid reservation within 24 hours of when you agree to the free offer. But beware, these free purchase. This cancellation policy is for non-refundable trials often aren’t free. The seller may use the “free to tickets in the U.S., that were booked with the airline, at

46 1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 47 TRAVEL

TRAVEL FEES Fees are a common part of travel. While some fees are easy to understand, others have become more confusing. Air Travel • Seat selection. You may pay a fee for the privilege of choosing your seat when you book your flight. • Baggage. Airlines may charge for checked and carry-on baggage. • Rewards tickets. If the actual flight is with a partner airline, rather than the airline you earn points with, you may have to pay a fee..

Car Rental protection agency (p. 106) to find out about your rights and • Surcharges. Beware of other costs, such as energy how to file complaints. surcharges, concession fees, and facility fees. RESOLVE AIR TRAVEL PROBLEMS • Building projects fees. Car rentals can include a fee to pay for airport improvements or the city’s building No matter how well you plan, you might encounter these projects. common air travel hassles. Hotels and Lodging Delayed and Canceled Flights • Resort fees. Fees for fitness centers, golf courses, and Airline delays caused by bad weather, traffic control other amenities, whether or not you use them. problems, and mechanical repairs are hard to predict. If your flight is canceled, most airlines will rebook you on the • Mini-bar. Restocking fees to replace items you next flight possible to your destination, at no additional purchased. charge. If you are able to find another flight on another • Wi-Fi. Your hotel may charge to use their Wi-Fi network airline, ask the first airline to endorse your ticket to the other Contact airlines, car rental companies, and hotels to get carrier. This could save you from a fare increase, but there an explanation of fee policies before you book your travel. is no rule requiring the airline to do so. Contact them after your trip if you see charges you don’t Each airline has its own policies about what it will do for understand on your receipt or credit card statement. delayed passengers; there are no federal requirements. If your flight is delayed or canceled, ask the airline whether it least seven days in advance. Look into travel insurance for will pay for meals or lodging. Airlines may offer these as a added protection (p. 35) courtesy, but they are not required to do so. • Insist on written confirmations. Ask for written proof Delayed or Damaged Bags of reservations, rates, and dates. If your bags are not on the conveyor belt when you arrive, • Ask for the total price. Some airlines may sell each item file a report with the airline before you leave the airport: separately, so the advertised price is much less than what • Insist the airline fill out a form and give you a copy, even if you have to actually pay. personnel say the bags will be on the next flight. • Pay by credit card. Paying by credit card gives you • Get the name of the person who filled out the form and a the right to dispute charges for services that were phone number. misrepresented or never delivered. Your credit card may • Confirm that the airline will deliver the bags to you without also offer insurance for booked travel and car rentals. charge when they are found. • Do you have valid ID? The Transportation Security Some airlines will give you money to purchase a few Administration requires you to have a secure state necessities. If they do not provide you with cash, ask what drivers’ license, identification card, or passport in types of articles are reimbursable and keep all receipts. order to fly. Find out the approval status of your state’s identification cards at www.dhs.gov/real-id-enforcement- If a suitcase arrives damaged, the airline may pay for repairs brief. if you file a claim immediately (before you leave the airport). • Car rental. Are you renting a car? See “Renting” on page If an item cannot be fixed, the airline will negotiate to pay 12 to know your rights. you its depreciated value. The same is true for belongings packed inside a suitcase. However, airlines may refuse In some states, travel sellers must be registered and to pay for damage if it was caused by your failure to pack insured. Advance payments for travel must be placed in an something properly rather than by the airline’s handling. escrow account until services are provided. Prizes or “free” gifts may also be regulated. Contact your state consumer

48 www.USA.gov To contact an organization, use the directory beginning on page 64 49 TRAVEL

Lost Bags your ticket is also a binding contractual agreement between If your bag is declared officially lost, you will have to submit you and the cruise ship company, so it is important to read a second, more detailed form within a time period set by the all of the terms and conditions in the ticket contract. You airline. The information on the form is used to estimate the must agree to the terms, exactly as they are written, or you value of your lost belongings. Airlines can limit their liability cannot take the cruise. Before you book tickets on a cruise, for delay, loss, and damage to baggage; however, they must research the company and the ship’s history. prominently display this information (on the website and/ Some things to look out for when reading the contract: or at the ticket counter) that explains the limit. According • Cancellation policy. What are your rights if you have to the Department of Transportation an airline must pay to cancel your trip? How far in advance do you have to a maximum of $3,500 on lost bags and their contents per cancel in order to get a refund? Will it be a partial or a full passenger on domestic flights, and approximately $1,685 refund? per passenger for baggage on international flights. • Understand your legal rights. Your contract may limit If the airline’s offer does not cover your loss fully, check your your ability to sue the company or specify the time frame homeowner’s or renter’s insurance to see whether it covers and location where a court case must be filed. TRAVEL losses away from home. Some credit card companies and travel agencies also offer optional or even automatic • Itinerary changes. The itinerary and ports of call can be supplemental baggage coverage. changed at the captain’s discretion. • Refunds. Are you able to get a refund for your ticket? If On those trips when you know you are carrying more than so, what portion of the cruise price will be refunded? the liability limits, you may want to ask about purchasing “excess valuation” insurance from the airline when you Visit www.transportation.gov/mission/safety/passenger- check in. There is no guarantee the airline will sell you this cruise-ship-information for more cruise safety resources. protection. The airline may refuse, especially if the item is TRAVEL SAFETY valuable or breakable. Several federal agencies offer advice and information on Overbooked Flights the Internet or mobile apps that can help you have a safe It is not illegal to sell more tickets than there are seats for trip. a flight. Most airlines overbook their flights to compensate for “no-shows.” If there are more passengers than seats just before a plane is scheduled to depart, you can be TRAVEL SCAMS “bumped” or left behind against your will. Whether you Be aware of these common signs of travel scams: are bumped may depend on when you officially checked • Phone calls or emails that say you have “won” a free in for your flight, so check-in early. The U.S. Department vacation, but must pay a service fee in order to claim it. of Transportation requires airlines to ask people to give up their seats voluntarily in exchange for compensation. • Scammers call selling fake vacation packages, putting Airlines decide what to offer volunteers, such as money, a pressure on you to “act now” to get a very low price. free trip, food, or lodging. • You qualify for travel at a low price, but find out about Passengers who are bumped involuntarily on most flights additional fees or requirements to book a second trip at a within the United States, and on outbound international higher price. flights are protected under Federal Aviation Administration • You prepay for a vacation package, but when it is time to guidelines (www.faa.gov). If you volunteer to be bumped, travel, the reservation doesn’t exist. your agreement with the airline is not regulated and will Take steps to protect yourself: depend on negotiating at the gate. • Don’t pay for “free” vacation prizes. The airline must give you a written statement describing your rights as well as the airline’s boarding priority rules • Ask questions before buying vacation packages, and criteria. If the airline is able to get you to your final including cancellation policies. destination within two hours of your original arrival time, • Verify ticket numbers with the airlines, cruiselines, and there is no monetary compensation. If that is not possible, hotels, not just the reservation with the travel agency. the airline must pay you an amount equal to 200% of your • Don’t give in to pressure to buy now. Do your research one-way fare, with a maximum of $675. To receive this beforehand. payment, you must have a confirmed reservation. You must also meet the airline’s deadlines for ticketing and check-in. • Use credit cards to book travel, so that you can dispute An airline may offer you a free ticket on a future flight in charges for services you didn’t receive. place of a check, but you have the right to insist on a check. For more information or to file a complaint, contact: • The Federal Trade Commission (p. 102). CRUISES • Your state consumer protection office (p. 106). Taking a cruise can be a fun way to travel and enjoy an all- inclusive vacation. Before you sail, you should know that

48 1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 49 TRAVEL

For advice on: • Airline, highway, and rail safety information: HEATING YOUR HOME WITH OIL Check out the U.S. Department of Transportation (p. 100) If you heat your home with oil, you have to choose an oil at www.transportation.gov to look up crash-safety reports provider, a pricing system, and a service plan. When you on cars and road conditions. Find out how weather is shop for a home heating oil provider, ask: affecting air travel at www.fly.faa.gov and How is the oil priced per gallon? www.faa.gov/passengers. • Safe travel by air, land, and sea: Refer to the • Fixed rate. The same price throughout the season Transportation Security Administration (p. 97) at • Market rate. You pay whatever the rate is on the day www.tsa.gov/travel. This website posts tips on dealing your oil is delivered. with airline security checks, traveling with kids, and • Capped rate. Your price can’t exceed a set amount. warnings on prohibited items. What are your payment options? • International travel: Before travelling internationally, • Prepay. You pay before the season starts. enroll in the Smart Travel Enrollment Program (STEP) to get updates about the country you will be visiting. Visit • Cash on Delivery (C.O.D.). You pay for your oil upon step.state.gov/step to get warnings on locations to avoid, delivery. and tips on what to do in an overseas emergency. What type of oil provider do you need? • Health-related travel information: Consult the Centers • Full service. The company offers a service contract, for for Disease Control and Prevention (p. 94) at automatic delivery, emergency service, or equipment www.cdc.gov/travel. Research vaccination requirements, maintenance. find information on how to avoid illnesses caused by food • Discount companies. The company only delivers oil. and water, and review sanitation inspection scores on specific cruise ships. Contact your state consumer protection agency (p. 106) or utility commission (p. 131) for more information.

as water, sewer, and garbage collection. If you live in an UTILITIES apartment or are leasing a house from a homeowner, the landlord may handle this for you, but that is not required. Notify the utility provider in advance of the date you need service to start. If you are moving, remember to have service turned off at your old address. Each company may require you to pay a fee to start service. You may also be required to pay a deposit or allow the company to check your credit to establish service at your home. If any of these companies fails to meet its service requirements, file a complaint with the company. If that does not work, contact your state utility commission (p. 131). In addition to your actual service, you may have other fees on your bill, such as administrative fees, public surcharges, or local taxes. Contact the service provider if you see charges you do not understand or did not authorize, or if you have difficulty making timely payments. In many states, consumers can choose their telephone If you have difficulty paying your bills, especially for and energy service provider. Contact your state utility electricity or gas, help is available. Contact the company commission (p. 131) to find out whether you have a choice. to find out if it has a program in place to help consumers. Some commissions will provide a list of service providers Also, your state’s utility commission (p. 131) may and advice on making a choice, and most state utility sponsor a program to either reduce your bill or make commissions will take any complaints you have about utility your payments based on a set amount of your income sales and services. each month. Programs like these from utility companies STARTING UTILITY SERVICE and local government are usually based on your income. You may also consider applying for help through the Low When you move into a new home or apartment, you may Income Home Energy Assistance Program (LIHEAP). also be required to have the utility services (electricity, gas, The benefits vary from state to state. Visit www.acf.hhs. water, waste removal, and cable) started in your name. Your gov/ocs/programs/liheap or call 1-866-674-6327 for more city or county government may handle some services, such information.

50 www.USA.gov To contact an organization, use the directory beginning on page 64 51 WILLS AND FUNERALS

UTILITY SCAMS WRITE A DIGITAL ASSET PLAN Be aware of these common signs of utility scams: Many things you use are intangible, like digital music and • You receive a call claiming that your service will be cut photos, streaming music and TV, social media websites, off immediately, unless you pay with a prepaid gift card. email accounts, and reward points. • Someone calls you, pretending to be a government A digital asset plan explains how you would like these employee. He or she claims that you qualify for a grant to assets and online accounts to be handled after your death. pay your utility bill, in full. Appoint someone you trust as an digital asset executor. This person will close accounts, social media profiles, • Someone claiming to be with your local utility company and handle all of your digital assets. When writing a digital comes to your home during a power outage and offers to asset plan: reconnect your service, if you pay with cash. • Review the terms and conditions of each company where Take steps to protect yourself: you have digital assets and profiles to know their policies • Don’t give in to pressure to pay a utility bill that requires when a customer dies. Find out if any companies will you to pay with a branded gift card. allow you assign access to someone else, ahead of time. • Verify assistance programs with your utility provider or • State if you would like your social medial profiles to be state utility commission. closed or keep it open for friends and family. • Call the utility company to verify that it authorized • Provide a list of the companies where you have digital someone to come to your home. Ask about service fees. accounts, screen lock for your cell phone, usernames FUNERALS WILLS AND For more information or to file a complaint, contact: and passwords with your will. • The Federal Trade Commission (p. 103). • Include the credit card or bank account numbers that are • Your state utility commission (p. 131). used to pay for fee-based service so that the executor can stop the charges. • Stipulate in your will that the executor of your digital asset plan should have a copy of your death certificate. WILLS AND FUNERALS He or she may need this in order to take any actions on your behalf.

WILLS A will states how you want your property to be distributed after you die. Writing a will can be as simple as typing out how you want your assets to be transferred to loved ones or charitable organizations. If you do not have a will when you die, your estate will be handled in probate. In probate, your property could be distributed differently from what you would like. When writing your will, remember: • In most states, you must be 18 years of age or older. • You must be of sound judgment and have adequate mental capacity. • The document must clearly state that it is your will. People at all economic levels benefit from an estate • An executor of your will, who ensures your estate is plan. An estate plan legally protects and distributes your distributed according to your wishes, must be named. property based on your wishes and the needs of your family • You must sign your will in the presence of at least two and/or survivors with the fewest tax consequences. witnesses, for it to be valid. Your will doesn’t have to be to As you make plans for the end of life, it is important to notarized, but doing so can safeguard any claims that it is share details with family ahead of time. Make sure you know invalid. whose names are on accounts with you, and their rights • A financial will and testament supersedes a last will and to the account after your death (See “Managing Someone testament when bestowing financial assets. Else’s Bank Account” on page 6) so that they can have It may help to get legal advice when writing a will, access to them after your death. If you are married, make particularly when it comes to understanding all of the rules sure your spouse knows how to access all of your accounts. of the estate disposition process in your state. Some states, You may also have a durable financial power of attorney to for instance, have community property laws that entitle your manage your finances if you are unable to do so. surviving spouse to keep at least half of your wealth after 50 1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 51 WILLS AND FUNERALS you die, no matter what percentage you leave him or her in usually established by a will after your death. Living trusts your will. Fees for the execution of a will vary according to can be irrevocable (can’t be changed) or revocable (can be its complexity. See page 61 for more on finding legal help. changed). The most common type of trust is the revocable living trust. Choose an Executor An executor is the person responsible for settling the estate Any person who owns assets can create a trust. However, it after your death. Duties of an executor include: does take time to set up a trust, and requires documentation to transfer your personal assets, bank accounts, deeds, • Taking inventory of property and belongings. and investments to the trust. It is recommended that you • Appraising and distributing assets according to the will. work with an estate attorney or financial planner to create • Paying taxes. the trust. Find out the licensing requirements with your • Settling debts owed by the deceased. state’s Bar, securities administrator, or other regulatory offices. Be wary of pitches for creating a living trust from a The executor is legally obligated to act in the interests of salesperson; they could be a scam. the deceased, following the wishes stated in the will. In most states, any person over the age of 18 who has not been Some common reasons for setting up a trust include: convicted of a felony can be named executor of a will. Some • Providing for minor children or family members who are people choose a lawyer, accountant, or financial consultant inexperienced or unable to handle financial matters. based on his or her professional experience. Others choose • Arranging for management of personal assets if you a spouse, adult child, relative, or friend. Since the role of aren’t able to handle them yourself. executor can be demanding, it is often a good idea to ask • Avoiding probate and immediately transferring assets to the person if he or she is willing to serve. beneficiaries upon death. If you have been named executor in someone’s will but • Reducing estate taxes and providing money to pay for are not able or do not want to serve, you need to file a them. “declination,” which is a legal document that declines your designation as an executor. The contingent executor named • Maintaining your privacy. The terms of a trust are not in the will then assumes responsibility. If a contingent public record, unlike wills. executor isn’t named, the court will appoint one. The costs to set up a trust vary, depending on its complexity and the assets that have to be managed in the trust. Beneficiaries As you write your will, you need to decide who you want Role of a Trustee to inherit your assets. Primary beneficiaries are your first A trustee is the person(s) or company that you choose to choice to receive your assets. You should also choose oversee your trust. The trust establishes who the trustee secondary or contingent beneficiaries. A secondary is, and states the guiding principles that the trustee should beneficiary will receive your assets if your primary adhere to in managing the trust. The trustee can be a beneficiary dies before you do or doesn’t meet a condition spouse, partner, family member, financial professional or a (ex. age) for inheritance. Designating a secondary bank’s trust department. beneficiary can also prevent going through probate, which The trustee is responsible for managing the assets in the can be time consuming and expensive. Use specific names, trust, even while you are alive but are physically or mentally instead of broad categories like “nieces”, when naming incapacitated. Upon your death, the trustee gathers beneficiaries in your will. your assets, pays any outstanding expenses, debts, and You should also add primary and secondary beneficiaries taxes, and then distributes the remaining assets to your on your individual bank accounts, the deeds to your homes beneficiaries. and cars, contents of your safe deposit boxes, investments, and insurance policies to make it easier to transfer the FUNERALS assets. One of the largest expenses many consumers will face is arranging for a funeral. Extras such as flowers, obituary Remember that giving someone power of attorney does not notices, and limousines can add to the cost. At such a automatically make this person a beneficiary of your assets. highly emotional time, many people are easily swayed to After you die, this person will not have the right to the believe that their decisions reflect how they feel about money or even the right to access your account. If you want the deceased and wind up spending more than may be this person to be a beneficiary, you must state it in your will. necessary. TRUSTS Most funeral providers are professionals who work to serve A trust is a legal document that states how you, the grantor, their clients’ needs and best interests. Unfortunately, some want your assets and possessions to be managed and do not and may take advantage of clients by insisting on distributed to your beneficiaries. unnecessary services and overcharging consumers. The Funeral Rule is a federal rule that regulates the actions of A living trust (inter vivos) is one that a grantor sets up funeral directors, homes, and services. while still alive, while an after-death trust (testamentary) is

52 www.USA.gov To contact an organization, use the directory beginning on page 64 53 WILLS AND FUNERALS usually established by a will after your death. Living trusts can save you money and is much easier when done in can be irrevocable (can’t be changed) or revocable (can be advance. Visit funerals.org to learn more about how to changed). The most common type of trust is the revocable select a funeral home and research its history. Many funeral living trust. homes will also send you a price list by mail, but this is not Any person who owns assets can create a trust. However, it required by law. does take time to set up a trust, and requires documentation If you have a problem concerning funeral matters, it is best to transfer your personal assets, bank accounts, deeds, to try to resolve it first with the funeral home director. If and investments to the trust. It is recommended that you you are dissatisfied, the Funeral Consumers Alliance (p. work with an estate attorney or financial planner to create 105) may be able to advise you on how best to resolve your the trust. Find out the licensing requirements with your issue. You can also contact your state or local consumer state’s Bar, securities administrator, or other regulatory protection agency (p. 106) or the Funeral Service Consumer offices. Be wary of pitches for creating a living trust from a Assistance Program at 1-800-662-7666. Most states have a salesperson; they could be a scam. licensing board that regulates the funeral industry. You can Some common reasons for setting up a trust include: contact the board in your state for information or help. • Providing for minor children or family members who are Prepaying inexperienced or unable to handle financial matters. Many funeral providers offer a variety of package plans that Millions of Americans have entered into contracts to • Arranging for management of personal assets if you include products and services that are most commonly prearrange their funerals and prepay some or all of the aren’t able to handle them yourself. sold. Keep in mind, you are not obligated to buy a package. expenses involved. Various states have laws to help ensure You have the right to buy the individual products and • Avoiding probate and immediately transferring assets to that these advance payments are available to pay for the services you prefer. As outlined by the Funeral Rule: FUNERALS WILLS AND beneficiaries upon death. funeral products and services when they are needed; however, protections vary widely from state to state. Some • Reducing estate taxes and providing money to pay for • The funeral provider must state this “Rule” in writing on state laws require the funeral home or cemetery to place a them. the general price list. percentage of the prepayment in a state-regulated trust or • Maintaining your privacy. The terms of a trust are not • You have the right to choose the funeral goods and services you want (with some exceptions). to purchase a life insurance policy with the death benefits public record, unlike wills. assigned to the funeral home or cemetery. For a list of • If state or local law requires you to buy any particular The costs to set up a trust vary, depending on its complexity questions to consider before prepaying for a funeral, visit item, the funeral provider must disclose it on the price list, and the assets that have to be managed in the trust. www.consumer.ftc.gov/articles/0305-planning-your-own- with a reference to the specific law. funeral. Role of a Trustee • The funeral provider may not refuse, or charge a fee, to A trustee is the person(s) or company that you choose to handle a casket that you bought elsewhere. oversee your trust. The trust establishes who the trustee • A funeral provider who offers cremations must make WILL AND FUNERAL SCAMS is, and states the guiding principles that the trustee should alternative urns available. Be aware of these common signs of will and funeral scams: adhere to in managing the trust. The trustee can be a • When prepaying for funeral services, do not agree to spouse, partner, family member, financial professional or a • You are told that you must buy all services and burial give the check from the life insurance company directly to bank’s trust department. materials as part of a package. the funeral home. You are paying for specific goods and • You agree to prepay for funeral and burial services, but The trustee is responsible for managing the assets in the services, and signing over the life insurance check might the company that you pay to handle it uses your money trust, even while you are alive but are physically or mentally result in a significant overpayment for services rendered. incapacitated. Upon your death, the trustee gathers for other purposes instead. If you chose cremation, the price listed may not actually your assets, pays any outstanding expenses, debts, and include the cost of the process. Ask the funeral home • Aggressive sales tactics to get you to prepay for your taxes, and then distributes the remaining assets to your to state that cost to you. Visit www.consumer.ftc.gov/ burial, sell you trusts, or write your will. beneficiaries. articles/0070-shopping-funeral-services for more Take steps to protect yourself: FUNERALS information about the Funeral Rule. • Research and interview several service providers. One of the largest expenses many consumers will face is Planning ahead is the best way to make informed decisions • Get price lists, so that you can make comparisons. about funeral arrangements. An advance plan also spares arranging for a funeral. Extras such as flowers, obituary • Read the contract before you sign and get all promises in your family from having to make choices in the middle of notices, and limousines can add to the cost. At such a writing. Don’t leave blank spaces. highly emotional time, many people are easily swayed to grief and under time constraints. Every family is different, believe that their decisions reflect how they feel about and funeral arrangements are influenced by religious and For more information or to file a complaint, contact: the deceased and wind up spending more than may be cultural traditions, budgets, and personal preferences. • The Federal Trade Commission (p. 102). necessary. You are not legally required to use a funeral home to • Your state consumer protection office (p. 106). Most funeral providers are professionals who work to serve plan and conduct a funeral, but most people find that the their clients’ needs and best interests. Unfortunately, some services of a professional funeral home make the process do not and may take advantage of clients by insisting on easier. Comparison shopping, either in person or by phone, unnecessary services and overcharging consumers. The Funeral Rule is a federal rule that regulates the actions of funeral directors, homes, and services.

52 1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 53 PART II: KEY INFORMATION RESOURCES

important to know where to turn for help and information. There are numerous sources of information to help you KEY INFORMATION RESOURCES prepare. To get started, check out these websites: • www.disasterassistance.gov • www.fema.gov • www.ready.gov • www.redcross.org Visit www.ready.gov/financial-preparedness to get resources to help you make a pre-disaster financial plan. Create a home inventory of your belongings, before a disaster happens. This inventory can be helpful if you have to file a claim against your home insurance policy. In case of a disaster, make certain that you have your ID, cash, debit and credit cards, and a list of your account numbers and insurance policy numbers. The Department of Housing and Urban Development’s USAGov (HUD) Office of Lead Hazard Control and Healthy Homes USAGov helps you find answers you can trust about offers a Disaster Recovery Toolkit. This kit provides tips government programs and services. Get tips and answers to make your home safe to live in after a fire, flood, or to your government questions in English and Spanish other nature disaster. Learn how to save and clean your through the websites USA.gov and GobiernoUSA.gov, possessions and rebuild stronger to prevent damages in on the phone at 1-844-872-4681, email, or chat, and social the future. Visit www.hud.gov/healthyhomes to get the media. Center for the Study of Services Center for the Study of Services evaluates the quality and price SERVICES AND RESOURCES FOR PERSONS for local services in major metropolitan areas. WITH DISABILITIES Visit www.checkbook.org or see page 104. Relay Services: Telecommunications relay services Consumer Reports link telephone conversations between individuals who Consumer Reports researches and tests goods and use standard voice telephones and those who use text services such as automobiles, appliances, food, clothing, telephones (TTYs). Calls may be made from either type of luggage, and insurance. Visit www.consumerreports.org or telephone to the other type through the relay service. see page 104. Local Relay Services: States provide relay services for Consumer World local and long-distance calls. Consult your local telephone Consumer World website links consumers to resources, directory for information on use, fees (if any), services, and news articles, alerts about corporations, and government dialing instructions for that area. agencies that affect you. Visit www.consumerworld.org. Federal Relay Service: The FRS, a Government Publishing Office program of the U.S. Pueblo.GPO.gov is the website to visit to order publications General Services on a variety of topics from the federal government. Administration (GSA), National Institute of Food and Agriculture (NIFA) provides access to Programs cover food and nutrition, housing, gardening, TTY users who wish budgeting, using credit, saving for retirement, and more. Visit to conduct official www.nifa.usda.gov or extension.org or see page 93. business nationwide Libraries with, and within, the federal government. The toll free number is 1-800-877-8339. For more information on relay Publications from the organizations mentioned on this page communications, or to obtain a brochure on using the FRS, are available at your local public library or by visiting call 1-800-877-0996. www.publiclibraries.com. Other Services: Consumers who are deaf or hard of EMERGENCY PREPAREDNESS hearing, or who have a speech impairment and use a TTY, Disasters can strike in many forms—fires, floods, may receive operator and directory assistance for calls by hurricanes, tornadoes, and even national emergencies. dialing 1-800-855-1155. Check the introductory pages of Protecting yourself, your family, your pets, and your home your local telephone directory for additional TTY services. or your business requires advance planning. It is equally

54 www.USA.gov To contact an organization, use the directory beginning on page 64. 55 KEY INFORMATION RESOURCES

ACCESS TO THE SHARING ECONOMY Some industries, such as car and home-sharing services, purchased only through apps, may not be required to comply with the Americans with Disabilities Act. They may be exempt if they are a technology company that contracts out the actual work, like driving and hosting, to private individuals. Before ordering services from these companies, find out if the service can accommodate wheelchairs, walkers, or service animals. If possible, contact the individual providing the service, or a hotline, to inform him or her of your needs. Visit www.ada.gov for more information about your rights under the Americans with Disabilities Act.

disaster recovery toolkit and download the app on your U.S. Military Family Centers mobile device. Located on most military installations, Family Centers FOR PERSONS WITH DISABILITIES provide information, life skills education, and support services to military members and their families. Family These programs and services offer help and support to Centers link people with appropriate services available persons with disabilities. in the local community and/or through state and federal Department of Education assistance programs in health and human services, school Provides training and information to parents of disabled systems, employment assistance, law enforcement, and children and to people who work with them. See page 94 or recreation. visit www.ed.gov. Air Force Airman and Family Readiness KEY INFORMATION RESOURCES Department of Housing and Urban Development Airman and Family Readiness Centers (A&FRC) are Protects the housing rights of people with disabilities, and located on every Air Force installation and offer a wealth the responsibilities of housing providers and building and of resources to airmen and their families. They provide design professionals. Visit www.hud.gov/offices/fheo/ consultations on financial management, transition disabilities or see page 98. assistance, spouse employment, readiness, deployment, family life, and relocation assistance. National Council on Disability A federal agency with the mission to improve the quality of life for Americans with disabilities and their families. Visit RESOURCES FOR MILITARY FAMILIES www.ncd.gov. Check with family readiness centers on your installation National Disability Rights Network to get access to financial help. The Consumer Financial Provides legal based advocacy services for people with Protection Bureau’s Office of Servicemember Affairs disabilities. Visit www.ndrn.org. offers resources to help plan your financial future and prevent being a victim of fraud at www.consumerfinance. National Library Service for the Blind and Physically gov/servicemembers. The Federal Trade Commission Handicapped offers information about consumer issues that affect Administers a free loan service of recorded and Braille service members at www.military.consumer.gov. The books and magazines, music scores in Braille and large Better Business Bureau also offers consumer education print, plus specially designed playback equipment. Visit and advocacy through their Military Line at www. www.loc.gov/nls. bbbmarketplacetrust.org/category/291048/military-and- FOR MILITARY PERSONNEL veterans. File complaints about scams with the FTC (p. 102). Contact the CFPB (p. 93) for complaints about Today’s military families face many common consumer financial products. challenges as well as the additional stress associated with frequent moves and separation. To ease such difficulties, Family Centers, along with the other programs described in this section, provide help and support for military families.

54 1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 55 KEY INFORMATION RESOURCES

Fleet and Family Support Programs www.ffsp.navy.mil BEWARE: FRAUDS AGAINST SERVICEMEN The Fleet and Family Support Program provides support, references, information, and a wide range of assistance for Servicemembers are appealing targets for scammers. members of the Navy and their families to meet the unique They receive a steady paycheck, reenlistment bonuses, challenges of the military lifestyle. and deployment pay. In addition, military families move Marine Corps Community Services (MCCS) frequently and do not know which sellers to avoid. Scam artists also know that military personnel are required www.usmc-mccs.org to keep their finances in good shape and may be more The Personal and Family Readiness Division provides likely to pay a fake debt to keep their finances in good programs for Marines and their families, such as education standing. and transition assistance, fitness and recreation, deployment support, child care and youth activities, Take steps to protect yourself and your finances: counseling and victim support. • Be wary of sellers or “investment professionals” that use their connection to the military to make a sale. U.S. Army Family and Morale, Welfare and Recreation www.armymwr.com • Change your mailing address when you are restationed. This office provides support to Army personnel and families, including resources to strengthen home and family • Place an active duty alert with the credit reporting life, finances, and employment. agencies. This limits scammers from applying for credit in your name while you are deployed. U.S. Coast Guard • Know your rights. The Servicemember Civil Relief Act www.uscg.mil protects you from default judgements and allows you The U.S. Coast Guard offers key resources, including to cancel contracts and leases. Visit scra.dmdc.osd. publications, career information, and related news. It also mil for more information. covers background about its mission, community services, history, photos, and reports. Commissaries and Exchanges FedsHireVets Consumers who have a question about, or problem with, Veterans Employment Program Office a military commissary or exchange should contact the U.S. Office of Personnel Management local manager before contacting the regional office. If your 1900 E St., NW problem is not resolved at the local level, write to or call the Washington, DC 20415 regional office nearest you. Phone: 202-606-7304 eBenefits National Resource Directory www.fedshirevets.gov www.nationalresourcedirectory.gov FedsHireVets is a one-stop resource for federal veteran The National Resource Directory is a partnership of the employment information. Departments of Defense and Veterans Affairs. This online Military Consumer directory connects service members and veterans with www.military.consumer.gov resources to benefit them and their families. Military Consumer empowers active duty and retired SaveandInvest.org servicemembers, military families, veterans and civilians www.saveandinvest.org/military in the military community. Use these free resources as the It’s crucial that military personnel have access to financial first line of defense against fraud and make better-informed education resources that enable them to make prudent decisions when managing your money. saving and investing decisions for themselves and their Military OneSource families. This site offers online and on-the-ground training to support military personnel at key financial milestones. Phone: 1-800-342-9647 www.militaryonesource.mil National Cemetery Administration Military OneSource is a comprehensive resource for military All veterans are entitled to a free burial in a national members and their families, relating to nearly every aspect cemetery and a grave marker. Spouses, dependent children, of personal and professional life. Topics include health as well as some civilians and Public Health Service and wellness, finances, family matters, and resiliency. The personnel may also be entitled to a burial and marker website features blogs, discussion boards, and podcasts. in a national cemetery. Visit www.cem.va.gov or contact the Department of Veterans Affairs, National Cemetery Administration (p. 101) to learn more.

56 www.USA.gov To contact an organization, use the directory beginning on page 64. 57 KEY INFORMATION RESOURCES

FOR SENIORS Today’s seniors face many consumer challenges. They have BEWARE: FRAUDS AGAINST SENIORS to make complicated decisions about finances, retirement, and healthcare. Common types of frauds against seniors include: In addition, seniors must stay on the alert for the latest • Caregiver fraud - A staff member at a nursing home, scams and frauds. They typically have a retirement “nest friend, or family member steals your money. egg,” own equity in their homes that can be converted to • Funeral and cemetery fraud - You pay unnecessary cash, and have excellent credit. As seniors are considered as trusting and polite, scam artists take advantage of this, charges for funeral and burial services. knowing older individuals might find it difficult to just say • Health care or health insurance fraud - You “no.” Finally, seniors are especially vulnerable to ID theft, receive bills for medical services or equipment that as they frequently share their personal information (SSN, you never received or ordered. Medicare numbers) with doctors’ offices, caregivers, • Housing fraud - Real estate professionals attempt financial advisors, and other support professionals. to gain access to the equity from your property. They To ease these challenges, the resources described here may also fail to explain repayment requirements on provide help and support to seniors. reverse mortgages. Spending and Money Management • ID theft - Scam artists use your personal information Sticking to a budget can be hard – especially if you are on a to apply for loans, file taxes, or get medical care. fixed income. You can get help planning your expenses, and • Internet fraud - Emails, online ads, pop ups, and learn how to reduce your costs. search results to trick you into sending money and • HUD Housing Counseling – Get help locating housing, personal information. and choosing the best option when buying, selling, or • Investment schemes - Seniors may fall victim to financing a home. Call 1-800-569-4287 or visit www.hud. advanced fee schemes, pyramid schemes, and other gov/offices/hsg/sfh/hcc/hcs.cfm to locate a counseling financial crimes. agency in your community. • Telemarketing fraud - Scammers call, selling bogus KEY INFORMATION RESOURCES • MyMoney.gov – This website offers a collection of products and services over the phone. financial resources to help you throughout several life stages and major financial decisions. Contact your state consumer protection office (p. 106) or the federal agencies listed in the chart on page 58 to • Money Smart for Older Adults – This guide from report fraud. the Federal Deposit Insurance Corporation and the Consumer Financial Protection Bureau helps seniors avoid frauds and scams, work with caregivers, and be • Senior Farmers Market Nutrition Program – Run by financially fit. Download an electronic version at files. state agencies, this program provides low-income seniors consumerfinance.gov/f/201306_cfpb_msoa-participant- with coupons that can be exchanged for eligible foods guide.pdf. at farmers markets, roadside stands, and community- supported agriculture programs. Visit www.fns.usda.gov/ • National Institute on Aging – Find resources for sfmnp/senior-farmers-market-nutrition-program-sfmnp seniors to get help with food costs. You can learn how to to find your state’s office. plan a food budget, and figure out ways to save money when grocery shopping. Call 1-800-225-2225 or visit • AARP (p. 104) – Resources and tips to help consumers, www.nia.nih.gov. 50 years and over, get discounts on daily life and major purchases. Call 1-888-687-2277 or visit www.aarp.org for more information. Individual restaurants, retailers, and pharmacies offer discounts to seniors on their purchases. Your state may also offer a discount card for use at companies or specific types of services where you live. Contact the Department of Aging in your state for more information. Saving & Investing Knowing how to safely save and invest can make a big difference in your retirement years. Protect your hard- earned money and make the most of it. • Office of Financial Protection for Older Americans – This office at the Consumer Financial Protection Bureau (p. 93) gives seniors information and tools to safely navigate financial decisions. Explore 56 1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 57 KEY INFORMATION RESOURCES

• Pension Benefit Guaranty Corporation (PBGC, PROTECT YOURSELF FROM SCAMS p. 103) – PBGC insures most private sector defined pensions. Contact the PBGC if you had a defined pension Take the steps to better protect yourself and your money through your employer, but you aren’t able to locate it or from scams. your pension plan failed. Call 1-800-400-7242 or visit www. • Don’t respond to unsolicited advertisements or calls. pbgc.gov to locate your benefits. Stop telemarketing calls by signing up for the National • Securities and Exchange Commission (SEC, p. 103) – Do Not Call Registry at www.donotcall.gov at 1-888-382- This agency offers resources to help you invest safely and 1222. protect your investments from fraud. Call 1-800-732-0330 • Opt-out of credit card offers. Call 1-888-567-8688 or go or visit online at www.investor.gov/seniors. online to www.optoutprescreen.com (you will have to • Social Security Administration (SSA, p. 103) – SSA give your social security number). offers a retirement planner to help you determine the • Research charities, sweepstakes, or raffles. Call 1-877- right time to start collecting social security benefits. 829-5500 to get information about charities. Call 1-800- For more information on planning for retirement, family 372-8347 for information about sweepstakes/mail fraud. benefits, the difference between the Retirement Age and the Stop Work Age, and a step-by-step guide through the • Request your credit report every 12 months from the retirement process. Call 1-800-772-1213 or visit three national credit bureaus. Call 1-877-322-8228 or visit www.ssa.gov/planners/retire. www.annualcreditreport.com to get your report. See the “Order Your Free Credit Reports” box (p. 15). Health and Safety • Take your time. Don’t give in to high-pressure sales Seniors are living longer and healthier lives than ever pitches, being rushed to participate or peer influence. before, but unexpected accidents, illnesses, or injuries can quickly change your needs. It’s important to understand • Don’t disclose financial or personal information if you and prepare for making those crucial legal, financial, and feel unsure. housing decisions. • Research before you invest. Beware of investments • Eldercare Locator (p. 96) - The Eldercare Locator that guarantees high profits and returns, with little connects older Americans, their families, and caregivers risk. with trustworthy services provided by local agencies, state, and community organizations to help older adults resources and tools for preventing others from taking live independently and safely in their homes for as long as your savings, understanding financial options after the possible. Call 1-800-677-1116 or visit www.eldercare.gov loss of a loved one, and learning about your financial for more information. options later in life. This office also offers publications for • Longtermcare.gov – The website longtermcare.acl.gov financial caregivers, who are managing money for loved helps you plan for the possibility of long-term care. It ones. Call 1-855-411-2372 or visit www.consumerfinance. gives you time to learn about services in your community, gov/older-americans. and allows you to make important housing, health, legal,

TYPE OF FRAUD WHERE TO REPORT IT CONTACT INFORMATION Financial Services Consumer Financial Protection Bureau Phone: 1-855-411-2372 Online: www.consumerfinance.gov/complaint

Housing U.S. Department of Housing and Urban Phone: 1-800-669-9777 Development Online: portal.hud.gov/hudportal/HUD?src=/ complaints_home Identity Theft Federal Trade Commission Phone: 1-877-382-4357 Online: www.ftccomplaintassistant.gov Internet Internet Crime Complaint Center (IC3) Online: www.ic3.gov Investments Securities and Exchange Commission Phone: 1-800-732-0330 FINRA Online: www.sec.gov/complaint.shtml FINRA Phone: 1-844-574-3577 Medicare U.S. Department of Health and Human Phone: 1-800-447-8477 Services, Office of the Inspector General Online: oig.hhs.gov/fraud/report-fraud Not Sure What Type of Senate Special Committee on Aging Fraud Phone: 1-855-303-9470 Complaint Online: www.aging.senate.gov/fraud-hotline

58 www.USA.gov To contact an organization, use the directory beginning on page 64. 59 PART III: FILE A COMPLAINT

and financial decisions while you are still able. Review • Check the Corporate Consumer Directory portion of this your Social Security, pension, and savings so you’re Handbook for the contact information of several hundred financially prepared for your future. corporations (p. 72). • Medicare – Medicare offers health insurance to seniors. • Visit the company’s website and look for a “Contact Us”, Call 1-800-633-4227 or visit www.medicare.gov to learn “About Us”, Customer Service”, or “Privacy Policy” link. more about the different plans. • Dial the directory of toll free numbers at 1-800-555-1212 to • Senior Health – The website nihseniorhealth.gov see whether the company has a toll free number listed. makes age-related health information from the National • Ask your local librarian to assist you. Most public libraries Institutes of Health easily accessible for older adults and have reference books with corporate contact information. caregivers. • As you do your search, keep in mind that the name of • Ready.gov - Ready.gov/seniors helps you prepare for a the manufacturer or parent company is often different natural disaster or emergency. Get information to make from the brand name. ThomasNet, an online database of sure that you still receive federal benefits, shelter, and any manufacturers, may be helpful. medical attention you may need. • With each person you contact, calmly and accurately explain the problem and what action you would like to be taken. A written letter is a good strategy because you will have a record of your communication with the company. FILE A COMPLAINT The sample letter (p. 60) will help you prepare a written complaint. • Be brief and to the point. Note all important facts about your purchase, including what you bought, serial or model numbers, the name and location of the seller, and when you made the purchase. • State exactly what you want done about the problem and how long you are willing to wait for a response. Be reasonable. • Don’t write an angry, sarcastic, or threatening letter. The person reading your letter probably was not responsible for your problem but could be very helpful in resolving it. • Send your letter by certified mail or request delivery confirmation. • Include copies of all documents regarding your problem. Keep the originals. Even the savviest consumer has problems with a product • Provide your name, address, and phone numbers. If an or service at one time or another. It is your right to complain COMPLAINT FILE A if you have a genuine consumer problem. It is also your account is involved, include the account number. responsibility. A problem cannot be fixed if no one knows it • Keep a record of your efforts to contact the seller; include exists. Use the graphic on page 61 to learn the basic steps the name of the person with whom you spoke and what to file a consumer complaint. was done, if anything. You should also keep a record of the dates and times of your contact. CONTACT THE SELLER • If you use a company’s online complaint form, print the The first step in resolving a consumer problem is to contact screen or take a sceenshot before you click “submit” so the seller. You can solve most consumer problems by talking that you have a record of your complaint. to a local salesperson or representative. If this fails, try going higher up to the national headquarters of the seller or CONTACT THIRD PARTIES the manufacturer of the item. Don’t give up if you are not satisfied with the seller’s Many companies have a customer relations or consumer response to your complaint. Once you have given the seller affairs division whose primary function is solving consumer a reasonable amount of time to respond, consider filing a problems. You can often contact this division through a toll complaint with one or more of these outside organizations: free number, postal mail, online form or contact information State or local consumer protection offices (p. 106). listed on the product label or warranty. If this is not the These government agencies mediate complaints, conduct case: investigations, and prosecute those who break consumer laws. State regulatory agencies that have jurisdiction over the business. For example, banking (p. 119), insurance

58 1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 59 SAMPLE COMPLAINT LETTER

Keep copies of all of your letters, emails, warranties, work orders, order confirmation numbers, receipts, owner’s manuals and related documents.

Your Address Your City, State, ZIP Code Date

Name of Contact Person, if available Title, if available Company Name Consumer Complaint Division (if you have no specific contact) Street Address City, State, ZIP Code

Dear (Contact Person):

Re: (account number, if applicable) • include the name of product, On (date), I (bought, leased, rented, or had repaired/serviced) serial/model number a (name of the product, with serial or model number or service performed) at (location, date and other important details of the • include date transaction). and place of describe the purchase Unfortunately, your product (or service) has not • performed well (or the service was inadequate) because purchase (state the problem). I am disappointed because (explain the problem: for example, the product does not work • state problem properly, the service was not performed correctly, I was billed give history the wrong amount, something was not disclosed clearly or was • misrepresented, etc.).

To resolve the problem, I would appreciate if you would (state • ask for the specific action you want—money back, charge card credit, repair, specific action exchange, etc.). Enclosed are copies (do not send originals) of my records (include receipts, guarantees, warranties, canceled checks, • enclose copies contracts, model and serial numbers, and any other documents). of documents I look forward to your reply and a resolution to my problem and will wait until (set a time limit) before • allow time seeking help from a consumer protection agency or for action Better Business Bureau. Please contact me at the above address or by phone at (home and/or office numbers with area • state how you can be code). reached

Sincerely,

Your name

Enclosure(s)

Download a copy of the sample complaint letter at: www.usa.gov/complaint-letter

60 www.USA.gov To contact an organization, use the directory beginning on page 64. 61 FILE A COMPLAINT

National consumer organizations. Some of these organizations assist consumers with complaints (p. 104). Media programs. Local newspapers, radio stations, and television stations often have action lines or hotline services that try to resolve consumer complaints they receive. Call for Action, Inc. (p. 104) is a nonprofit network of consumer hotlines that educate and assist individuals with consumer problems. DISPUTE RESOLUTION PROGRAMS Some companies and industries offer programs to address disagreements between buyers and sellers. The auto industry (p. 66) has several of these programs. The Financial Industry Regulatory Authority (p. 136) offers a program to resolve investment-related disputes. Mediation, arbitration, and conciliation are three common types of dispute resolution. During mediation, both sides involved in the dispute meet with a neutral third party and create their own agreement jointly. In arbitration, the third party decides how to settle the problem. Conciliation is similar; however, you and the other party meet with the conciliator separately (not a group meeting). Request a copy of the rules of any program before deciding to participate. You will want to know beforehand whether the decision is binding; some programs do not require both parties to accept the decision. Also ask whether participation in the program places any restrictions on your ability to take other legal action. SMALL CLAIMS COURT (p. 123), securities (p. 127), and utilities (p. 131) are regulated Small claims courts resolve disputes over small amounts of at the state level. money. Court procedures are generally simple, inexpensive, State and local licensing agencies. Doctors, lawyers, quick, and informal. Additionally court fees are minimal. home improvement contractors, auto repair shops, realtors, You probably will not need a lawyer. Even though the court debt collectors, and child care providers are required is informal, the judge’s decision must be followed. to register or be licensed. The board or agency that If you file a case and win, the losing party should give you COMPLAINT FILE A oversees this process may handle complaints and have what the court says you are owed without further action on the authority to take disciplinary action. Your state or local your part. If the losing party refuses to follow the court’s consumer protection office (p. 106) can help you identify the decision, you can go back to court and ask for the order to appropriate agency. be enforced. Depending on local laws, law enforcement Better Business Bureau (p. 67). This network of nonprofit officials might sell a person’s property, or take money from organizations supported by local businesses tries to a bank account or business cash register. resolve buyer complaints against sellers. Records are kept Contact your municipal, county, or state government to find on unresolved complaints as a source of information for the small claims court offices. If you have more questions, the seller’s future customers. The umbrella organization for the court’s clerk may be able to answer your questions. BBBs assists with complaints concerning the truthfulness of national advertising and helps to settle “lemon law” LEGAL HELP AND INFORMATION disputes with automobile manufacturers through the BBB If you need an attorney to advise or represent you, ask AUTO LINE program (p. 66). friends and family for recommendations. You can also Trade associations. Companies that sell or produce contact the Lawyer Referral Service of your state, county, similar products or services often belong to an industry or city bar association listed in your local phone directory. association that will help resolve problems between its Websites such as www.americanbar.org (American Bar members and consumers (p. 135). Association) and www.nolo.com can help you with answers to general legal questions.

60 1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 61 FILE A COMPLAINT

Choosing an Attorney Many lawyers who primarily serve individuals and families ONLINE REVIEWS are general practitioners with experience in frequently Have you ever posted a review of a company on social needed legal services, such as divorce and family matters, media or a review website, after a bad experience? You wills and probate, bankruptcy and debt problems, real have the right to post comments about a company’s estate, and criminal and/or personal injury. Be sure the product or service. A company can’t forbid you to post lawyer you are considering has experience in the area for honest comments about its products or services. It also which you are seeking help. can’t threaten financial penalties or legal action if you do Once you have identified some candidates: so. If a company threatens you about a comment, file a • Call each attorney and describe your legal issue to find complaint with the Federal Trade Commission (p. 102) or out whether they handle your situation. your state consumer protection office (p. 106). • Ask if you will be charged for an initial consultation. • Ask for an estimate of what the lawyer usually charges to What If You Cannot Afford a Lawyer? handle your kind of case. If you cannot afford a lawyer, you may qualify for free legal • Ask whether there are hourly charges, or if your attorney help from a Legal Aid or Legal Services Corporation (LSC) accepts a percentage of the settlement as a contingency office. These offices generally offer legal assistance for fee. If the lawyer is paid by a contingency fee, then he or such things as landlord-tenant relations, credit, utilities, she will only receive a payment if they win your case. family matters (for example, divorce and adoption), foreclosure, home equity fraud, Social Security benefits, The initial consultation is an opportunity for you and the welfare, unemployment, and workers’ compensation. If lawyer to get to know each other. After listening to the the Legal Aid office in your area does not handle your type description of your case, the lawyer should be able to of case, it may refer you to other local, state, or national outline your rights and liabilities, as well as alternative organizations that can provide help. courses of action. The initial consultation is the lawyer’s opportunity to explain what he or she can do for you and • To find the Legal Aid office nearest to you, check a local how much it will cost. You should not hesitate to ask about telephone directory or contact: the attorney’s experience in handling matters such as yours. National Legal Aid & Defender Association Also, do not hesitate to ask about the lawyer’s fees and the 1901 Pennsylvania Ave., NW Suite 500 likely results. If you are considering going beyond the initial Washington, DC 20006 consultation and hiring the lawyer, request a written fee Phone: 202-452-0620 agreement before proceeding. www.nlada.org • To find the Legal Services Corporation (LSC) office closest MANDATORY ARBITRATION to you, check a local telephone directory or contact: Legal Services Corporation Public Affairs Mandatory arbitration clauses in contracts prevent you 3333 K St., NW from filing a lawsuit against a company. These clauses are Washington, DC 20007 fairly common in automotive, credit card, and cell phone Phone: 202-295-1500 contracts. But now, they are appearing in the terms and www.lsc.gov conditions on websites, coupons, or corporate social Free assistance may also be available from a local law media profiles. While arbitration can be a less expensive school program where students, supervised by attorneys, form of dispute resolution, it is sometimes seen as an handle a variety of legal matters. Some of these programs unfair practice to make arbitration a requirement before a are open to all; others limit their service to specific groups, negative incident has happened or knowing how serious such as senior citizens or low-income persons. the problem is. Also, the decisions are binding, so you can’t appeal the decision, even if the company was severely REPORT FRAUD AND SAFETY HAZARDS negligent. If you suspect a law has been violated, contact your local Before you sign a contract or even use a website, read the or state consumer protection agency (p. 106). This agency contract or terms of service for mentions of “arbitration”, may take action or refer you to another state organization “binding arbitration” or “resolution programs”; This that has authority where you live. A local law enforcement language is often in the fine print of the contract and can officer may also be able to provide advice and assistance. be easily missed. Also, note that some companies may Violations of federal laws should be reported to the let you opt-out of these clauses, if you do so within a set federal agency responsible for enforcement. While federal period of time. agencies are rarely able to act on behalf of individual consumers, complaints are used to document patterns of abuse, allowing the agency to take action against a company or industry.

62 www.USA.gov To contact an organization, use the directory beginning on page 64. 63 FILE A COMPLAINT

If you suspect fraud, there are some additional steps to take: • Report the fraud to the Federal Trade Commission (p. 102). • Report scams that use the mail or interstate delivery service to the U.S. Postal Inspection Service (p. 103). It is illegal to use the mail to misrepresent or steal money. • Report scams that are Internet-based to the Internet Crime Complaint Center at www.ic3.gov. Reporting fraud promptly improves your chances of recovering what you have lost and helps law enforcement authorities stop scams before others are victimized. If you suspect you have a product that poses a health or safety hazard, report the problem to the appropriate federal agency:

TYPE OF PRODUCT REGULATORY AGENCY Animal Products Food and Drug Administration (p. 96)

Automobiles National Highway Traffic Safety Administration (p. 100)

Car Safety Seats National Highway Traffic Safety Administration (p. 100)

Consumer Household U.S. Consumer Product Products Safety Commission (p. 93)

Drugs, Cosmetics, and Food and Drug Medical Devices Administration (p. 96) FILE A COMPLAINT FILE A Food Food and Drug Administration (p. 96) and U.S. Department of Agriculture (p. 93)

Household Chemicals Environmental Protection Agency (p. 101)

Seafood Food and Drug Administration (p. 96) and U.S. Department of Commerce (p. 94)

Toys, Baby Products, and U.S. Consumer Product Play Equipment Safety Commission (p. 93)

62 1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 63 PART IV: CONSUMER ASSISTANCE DIRECTORY

PART IV: Consumer Assistance Directory...... 64 National Consumer Organizations...... 104 Automotive Manufacturers ...... 65 State, County, and City Automotive Dispute Resolution Programs ...... 66 Consumer Protection Offices...... 106 Better Business Bureaus...... 67 State Banking Authorities...... 119 Corporate Consumer Contacts ...... 72 State Insurance Regulators...... 123 Federal Agencies...... 93 State Securities Administrators...... 127 Commission on Civil Rights...... 93 Consumer Financial Protection Bureau...... 93 State Utilities Commissions...... 131 Consumer Product Safety Commission ...... 93 Trade & Professional Associations...... 135 Department of: Index...... 138 Agriculture...... 93 Commerce...... 94 Education...... 94 Energy...... 94 Health and Human Services...... 94 Homeland Security...... 97 Housing and Urban Development...... 98 Interior...... 98 Justice...... 99 Labor...... 99 State...... 99 Transportation...... 100 Treasury...... 100 Veterans Affairs...... 101 Environmental Protection Agency...... 101 Equal Employment Opportunity Commission...... 101 Federal Communications Commission...... 101 Federal Deposit Insurance Corporation...... 102 Federal Maritime Commission...... 102 Federal Reserve System...... 102 Federal Trade Commission...... 102 General Services Administration...... 102 National Credit Union Administration...... 102 Office of Personnel Management...... 103 Pension Benefit Guaranty Corporation...... 103 Securities and Exchange Commission ...... 103 Small Business Administration...... 103 Social Security Administration...... 103 U.S. Commodity Futures Trading Commission...... 103 U.S. Postal Service...... 103

SOCAP INTERNATIONAL Many of the companies listed in this Handbook are members of KEY: the Society of Consumer Affairs Professionals International (SOCAP). Formed in 1973, SOCAP is composed of over 2,000  Email best-in-class customer care executives and professionals SOCAP International Member from over 100 brand name companies throughout the U.S. and Canada. SOCAP is committed to promoting customer t Provided financial support for the publication care and engagement as competitive advantages. However, of the Consumer Action Handbook. SOCAP International does not investigate or accept individual TTY Numbers for people with hearing disabilities. consumer complaints. SOCAP members are identified in the For more information see the box on page 54. automotive and corporate directories by the SOCAP logo (see Key at right). For more information, contact SOCAP (p.137).

64 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 65 AUTOMOTIVE MANUFACTURERS

Acura AUTOMOTIVE Client Relations Contact Your Automotive Manufacturer 1919 Torrance Blvd. If you have a problem with a car you purchased from a local dealer, first try to Mail Stop 500-2N7E work it out with the dealer. Contact the manufacturer’s regional or national Torrance, CA 90501-2746 office. Ask for the Consumer Affairs Office If the problem is not resolved. Toll free: 1-800-382-2238 If you are still unsuccessful, consider contacting the automotive dispute : [email protected] resolution resources listed at the end of this section. The method used to www.acura.com resolve your dispute may be mediation, arbitration, or conciliation. Decisions Airstream, Inc. of arbitrators are usually binding and must be accepted by both the customer 419 West Pike St. PO Box 629 and the business. Ask for a copy of the rules of the program before you file your Jackson Center, OH 45334-0629 case. See page 61 for an overview of dispute resolution programs. Toll free: 1-877-596-6111 www.airstream.com A local or state consumer agency (p. 106) could also be a useful resource in resolving problems with your vehicle. If you have a new vehicle, be sure to ask American Honda Motor Company, whether you have any protection under a state “lemon” law (p. 11). Inc. Customer Service 1919 Torrance Blvd. Dodge Infiniti Mail Stop 500-2N-7A See: Fiat Chrysler Automobiles See: Nissan North America, Inc. Torrance, CA 90501-2746 Toll free: 1-800-423-6343 Toll free: 1-800-662-6200 Toll free: 1-800-999-1009 www.dodge.com www.infinitiusa.com www.honda.com Fiat Chrysler Automobiles Isuzu Motors America, LLC Audi of America Customer Care Owner Relations Customer Experience Center PO Box 21-8004 1400 S. Douglass Rd., Suite 100 3800 Hamlin Rd. Auburn Hills, MI 48321-8004 Anaheim, CA 92806 Auburn Hills, MI 48326 Toll free: 1-800-334-9200 714-935-9300 Toll free: 1-800-822-2834 www.fcanorthamerica.com Toll free: 1-800-255-6727 : [email protected] Ford Motor Company www.isuzu.com www.audiusa.com Customer Relationship Center Jaguar Cars BMW of North America, LLC PO Box 6248 Customer Relationship Center Customer Relations Dearborn, MI 48126 555 MacArthur Blvd. 300 Chestnut Ridge Rd. Toll free: 1-800-392-3673 Mahwah, NJ 07430 Woodcliff Lake, NJ 07677-7731 TTY: 1-800-232-5932 Toll free: 1-800-452-4827 Toll free: 1-800-831-1117 www.ford.com www.jaguarusa.com : [email protected] General Motors Jeep www.bmwusa.com PO Box 33170 See: Fiat Chrysler Automobiles Buick Detroit, MI 48232-5170 Toll free: 1-877-426-5337 Customer Relations www.gm.com www.jeep.com PO Box 33136 GMC Kawasaki Motor Corporation, USA Detroit, MI 48232-5136 Customer Relations Center Consumer Services Toll free: 1-800-521-7300 PO Box 33172 PO Box 25252 www.buick.com Detroit, MI 48232-5172 Santa Ana, CA 92799-5252 Cadillac Toll free: 1-800-462-8782 949-460-5688 Customer Assistance Center www.gmc.com www.kawasaki.com PO Box 33169 Harley-Davidson Kia Motors America, Inc. Detroit, MI 48232-5169 Customer Care Consumer Affairs Toll free: 1-800-458-8006 3700 W. Juneau Ave. PO Box 52410 www.cadillac.com Milwaukee, WI 53208 Irvine, CA 92619-2410 Chevrolet Toll free: 1-800-258-2464 Toll free: 1-800-333-4542 Customer Relations Center www.harley-davidson.com www.kia.com PO Box 33136 Hyundai Motor America Land Rover Detroit, MI 48323-5136 Consumer Affairs Customer Relationship Center Toll free: 1-800-222-1020 PO Box 20850 555 MacArthur Blvd. www.chevrolet.com Fountain Valley, CA 92728-0850 Mahwah, NJ 07430 Toll free: 1-800-633-5151 Toll free: 1-800-637-6837 : [email protected] www.landroverusa.com www.hyundaiusa.com

64 SOCAP International Member Consumer Action Handbook 65 AUTOMOTIVE MANUFACTURERS

Smart USA Lexus Automotive Dispute Resolution PO Box 2991 Mail Drop L201 See: Mercedes-Benz USA, LLC Programs Torrance, CA 90509 Toll free: 1-800-762-7887 Toll free: 1-800-255-3987 www.smartusa.com BBB AUTO LINE www.lexus.com Subaru of America, Inc. Council of Better Business Bureaus Lincoln Customer/Retailer Services 3033 Wilson Blvd., Suite 600 P.O. Box 6248 Subaru Plaza PO Box 6000 Arlington, VA 22201 Dearborn, MI 48126 Cherry Hill, NJ 08034-6000 703-276-0100 Toll free: 1-800-521-4140 Toll free: 1-800-782-2783 Toll free: 1-800-955-5100 TTY: 1-800-232-5952 www.subaru.com www.bbb.org/autoline www.lincoln.com Suzuki Motor of America, Inc. The BBB AUTO LINE is a dispute resolution program for consumers with Mazda North American Operations Customer Service lemon law complaints. The program Customer Assistance Center PO Box 1100 covers car warranty issues against PO Box 19734 Brea, CA 92822 participating manufacturers. Irvine, CA 92623-9734 Toll free: 1-800-934-0934 Toll free: 1-800-222-5500 www.suzuki.com Consumer Financial Protection www.mazdausa.com Tesla Motors Bureau (CFPB) P.O. Box 4503 Mercedes-Benz USA, LLC 3500 Deer Creek Rd. Iowa City, IA 52244 Customer Assistance Center Palo Alto, CA 94304 Toll free: 1-855-411-2372 3 Mercedes Dr. Toll free: 1-877-798-3752 TTY: 1-855-729-2372 Montvale, NJ 07645 : [email protected] : [email protected] Toll free: 1-800-367-6372 www.teslamotors.com www.consumerfinance.gov www.mbusa.com Toyota Motor Sales U.S.A., Inc. The CFPB supervises and accepts Mercury PO Box 259001 complaints related to the servicing of See: Ford Motor Company Plano, TX 75025-9001 vehicle loans and problems that occur Toll free: 1-800-393-3673 Toll free: 1-800-331-4331 while shopping for a vehicle loan. www.toyota.com www.mercuryvehicles.com DOT Auto Safety Hotline Mitsubishi Motors North America, Volkswagen of America, Inc. 1200 New Jersey Ave., SE Inc. Customer Care West Building Customer Relations 3800 Hamlin Rd. Washington, DC 20590 PO Box 6400 Auburn Hills, MI 48326 Toll free: 1-888-327-4236 Cypress, CA 90630-9998 Toll free: 1-800-822-8987 www.nhtsa.gov Toll free: 1-888-648-7820 : [email protected] Contact the DOT Auto Safety Hotline to www.mitsubishicars.com www.vw.com report safety defects in vehicles, tires, Nissan North America, Inc. Volvo Cars of North America and child safety seats. Information is Consumer Affairs Customer Care Center available about air bags, child safety PO Box 685003 One Volvo Dr., PO Box 914 seats, seat belts and highway safety. Franklin, TN 37068-5003 Rockleigh, NJ 07647 Consumers who experience a safety Toll free: 1-800-647-7261 Toll free: 1-800-458-1552 defect in their vehicle are encouraged www.nissanusa.com www.volvocars.com to report the defect to the Hotline in addition to the dealer or manufacturer. Pontiac Winnebago Industries, Inc. National Center for Dispute See: GMC Owner Relations Settlement (NCDS) Toll free: 1-800-762-2737 PO Box 152 12900 Hall Rd., Suite 401 : [email protected] Forest City, IA 50436 www.pontiac.com 641-585-3535 Sterling Heights, MI 48313 Toll free: 1-800-537-1885 586-226-2470 Porsche Cars North America, Inc. : [email protected] One Porsche Dr. : [email protected] www.winnebagoind.com www.ncdsusa.org Atlanta, GA 30354 NCDS is a neutral administrator of Toll free: 1-800-767-7243 Yamaha Motor Corporation, USA disputes regarding auto warranties. www.porsche.com/usa Customer Relations NCDS facilitates the process under Saturn 6555 Katella Ave. their rules, under the guidance of an See: GMC Cypress, CA 90630 independent arbitrator. Toll free: 1-800-553-6000 Toll free: 1-800-962-7926 : [email protected] Toll free: 1-800-252-5265 (Credit card) www.saturn.com www.yamaha-motor.com

66 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. PB BETTER BUSINESS BUREAUS

Council Contact Your Local Better Business Bureau 3033 Wilson Blvd., Suite 600 Better Business Bureaus (BBBs) offer a variety of consumer services, Arlington, VA 22201 including consumer education materials, business reports and researching 703-276-0100 unanswered consumer complaints, mediation, and arbitration services. They

also offer information about charities and other organizations that seek public BETTER BUSINESS BUREAUS Alabama donations through the Wise Giving Alliance, give.org. Birmingham 2101 Highland Ave., Suite 410 Prescott Santa Barbara Birmingham, AL 35205 213 Grove Ave. 211 E. Victoria St. 205-558-2222 Prescott, AZ 86301 Santa Barbara, CA 93101 928-772-3410 805-963-8657 Boaz Tucson 100 Bartlett Ave. Colorado Boaz, AL 35957 5151 E. Broadway Blvd., Suite 100 256-840-3888 Tucson, AZ 85711 520-888-5353 Colorado Springs Cullman 25 N. Wahsatch Ave., Suite 100 PO Box 189 Yuma Colorado Springs, CO 80903 Cullman, AL 35056 350 W. 16 St., Suite 205 719-636-1155 256-775-2917 Yuma, AZ 85364 928-919-7940 Denver Decatur 3801 E. Florida Ave., Suite 350 254 Moulton St., E Arkansas Denver, CO 80210 Decatur, AL 35601 303-758-2100 256-355-2226 Little Rock Fort Collins Dothan 12521 Kanis Rd. 8020 S. County Rd. 5, Suite 100 1971 S. Brannon Stand Rd., Suite 1 Little Rock, AR 72211 Fort Collins, CO 80528 Dothan, AL 36305 501-664-7274 970-484-1348 334-794-0492 Pueblo Florence California 503 N. Main St., Suite 520 205 S. Seminary St., Suite 114 Pueblo, CO 81003 Florence, AL 35630 Bakersfield 719-542-1605 256-740-8224 1601 H St., Suite 101 Bakersfield, CA 93301 Connecticut Huntsville Toll free: 1-800-675-8118 210A Exchange Pl. Huntsville, AL 35806 Fresno Hartford 256-533-1640 2600 W. Shaw Ln. 29 Berlin Rd. Fresno, CA 93711 Cromwell, CT 06416 Mobile 559-222-8111 860-740-4500 3 Dauphin St., Suite 2 Los Angeles Mobile, AL 36602 Delaware 251-433-2227 835 Wilshire Blvd., Suite 600 Los Angeles, CA 90017 213-631-3600 New Castle Alaska 60 Reads Way Oakland New Castle, DE 19720 Anchorage 1000 Broadway, Suite 625 302-221-5255 341 W. Tudor Rd., Suite 209 Oakland, CA 94607 Anchorage, AK 99503 510-844-2000 District of Columbia 907-644-5200 Sacramento 3075 Beacon Blvd. Washington Arizona West Sacramento, CA 95691 1411 K St., NW, 10th Floor 916-443-6843 Washington, DC 20005 Lake Havasu City 202-393-8000 60 S. Acoma Blvd., Unit B102 San Diego 4747 Viewridge Ave., Suite 200 Lake Havasu City, AZ 86403 Florida 928-302-3701 San Diego, CA 92123 858-496-2131 Phoenix Clearwater 1010 E. Missouri Ave. San Jose 2655 McCormick Dr. Phoenix, AZ 85014 1112 S. Bascom Ave. Clearwater, FL 33759 Toll free: 1-877-291-6222 San Jose, CA 95128 727-535-5522 408-278-7400 PB 1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 67 BETTER BUSINESS BUREAUS

Jacksonville 4417 Beach Blvd., Suite 202 Idaho Kansas Jacksonville, FL 32207 Boise Wichita 904-721-2288 125 E. 50 St. 125 S. Washington St., Suite 100 Longwood Garden City, ID 83714 Wichita, KS 67202 1600 S. Grant St. 208-342-4649 316-263-3146 Longwood, FL 32750 407-621-3300 Illinois Kentucky Miami 14750 N.W. 77 Ct., Suite 317 Chicago Lexington Miami Lakes, FL 33016 330 N. Wabash Ave., Suite 3120 1390 Olivia Ln., Suite 100 305-827-5363 Chicago, IL 60611 Lexington, KY 40511 312-832-0500 859-259-1008 Pensacola 912 E. Gadsden St. Peoria Louisville Pensacola, FL 32501 8100 N. University St. 844 S. Fourth St. 850-429-0002 Peoria, IL 61615 Louisville, KY 40203 309-688-5124 Toll free: 1-800-388-2222 Stuart 101 E. Ocean Blvd., Suite 202 Rockford Louisiana Stuart, FL 34994 401 W. State St., Suite 500 772-223-1492 Rockford, IL 61101 815-963-2222 Alexandria West Palm Beach 5220-C Rue Verdun 4411 Beacon Circle, Suite 4 Indiana Alexandria, LA 71303 West Palm Beach, FL 33407 318-473-4494 561-842-1918 Elkhart Baton Rouge PO Box 1174 748 Main St. Georgia Elkhart, IN 46515 Baton Rouge, LA 70802 574-675-9351 225-346-5222 Atlanta 503 Oak Pl., Suite 590 Evansville Houma Atlanta, GA 30349 3101 N. Green River Rd., Suite 410 801 Barrow St., Suite 400 404-766-0875 Evansville, IN 47715 Houma, LA 70360 812-473-0202 985-868-3456 Augusta 1227 Augusta West Pkwy., Suite 3 Fort Wayne Lafayette Augusta, GA 30909 4011 Parnell Ave. 4007 W. Congress St., Suite B 706-210-7617 Fort Wayne, IN 46805 Lafayette, LA 70506 260-423-4433 337-981-3497 Columbus 500 12th St. Indianapolis Lake Charles Columbus, GA 31901 151 N. Delaware St., Suite 2020 2309 E. Prien Lake Rd. 706-324-0712 Indianapolis, IN 46204 Lake Charles, LA 70601 317-488-2222 337-478-6253 Macon 277 Martin Luther King, Jr. Blvd. Monroe Iowa Suite 201 1900 N. 18th St. Macon, GA 31201 Monroe, LA 71201 Bettendorf 318-387-4600 478-742-7999 2435 Kimberly Rd., Suite 245 S Savannah Bettendorf, IA 52722 New Orleans 6555 Abercorn St., Suite 120 563-355-1705 3421 N. Causeway Blvd., Suite 505 Savannah, GA 31405 Metairie, LA 70002 Cedar Rapids 504-581-6222 912-354-7521 1239 1st Ave., Suite A Cedar Rapids, IA 52402 Shreveport Hawaii 319-365-1190 2006 E. 70th St. Shreveport, LA 71105 Honolulu Des Moines 318-797-1330 1132 Bishop St., #615 2625 Beaver Ave. Honolulu, HI 96813 Des Moines, IA 50310 Toll Free: 1-877-222-6551 515-243-8137

68 www.USA.gov 69 BETTER BUSINESS BUREAUS

Springfield Maryland 2754 S. Campbell Ave. New York Springfield, MO 65807 Baltimore Amherst 417-862-4222 502 S. Sharp St., Suite 1200 100 Bryant Woods South Baltimore, MD 21201 St. Louis Amherst, NY 14228

410-347-3990 211 N. Broadway, Suite 2060 716-881-5222 BETTER BUSINESS BUREAUS St. Louis, MO 63102 Farmingdale 314-645-3300 Massachusetts 399 Conklin St., Suite 300 Nebraska Farmingdale, NY 11735 Marlborough 516-420-0500 290 Donald Lynch Blvd., Suite 102 Marlborough, MA 01752 Lincoln New York 508-652-4800 300 N. 44th St., Suite 100 30 E. 33rd St., 12th Floor Lincoln, NE 68503 New York, NY 10016 Worcester 402-436-2345 212-533-6200 6 Park Ave., Suite 100 Email: [email protected] Worcester, MA 01605 Omaha Toll free: 1-866-566-9222 11811 P St. Ta rr y town Omaha, NE 68137 150 White Plains Rd., Suite 107 Michigan 402-391-7612 Tarrytown, NY 10591 914-333-0550 Detroit Nevada 20300 W. Twelve Mile Rd., Suite 202 North Carolina Southfield, MI `48076 Las Vegas 248-223-9400 6040 S. Jones Blvd. Asheville Las Vegas, NV 89118 112 Executive Park Grand Rapids 702-320-4500 Asheville, NC 28801 2627 E. Beltline Ave., SE, Suite 320 828-253-2392 Grand Rapids, MI 49546 Sparks 616-774-8236 4834 Sparks Blvd., Suite 102 Charlotte Sparks, NV 89436 9719 Northeast Pkwy. Minnesota 775-322-0657 Matthews, NC 28105 704-927-8611 Minneapolis New Hampshire Greensboro 220 S. River Ridge Circle 529 College Rd., Suite G Burnsville, MN 55337 Concord Greensboro, NC 27410 651-699-1111 48 Pleasant St. 336-852-4240 Concord, NH 03301 Raleigh Mississippi 603-224-1991 5540 Munford Rd., Suite 130 Jackson New Jersey Raleigh, NC 27612 919-277-4222 660 Katherine Dr., Suite 400 Flowood, MS 39232 Hamilton Winston-Salem 601-398-1700 1262A Whitehorse Hamilton Square Rd. 119 Brookstown Ave., Suite 304 Bldg. A, Suite 202 Winston-Salem, NC 27101 Missouri Hamilton, NJ 08690 336-725-8348 609-588-0808 Cape Girardeau North Dakota 3065 William St., Suite 202 New Mexico Cape Girardeau, MO 63703 Fargo 573-803-3190 Albuquerque 51 N. Broadway, Suite 604 7007 Jefferson St., NE, Suite A Columbia Fargo, ND 58102 Albuquerque, NM 87109 Toll free: 1-800-646-6222 3610 Buttonwood Dr., Suite 200 505-346-0110 Columbia, MO 65201 Ohio 573-886-8965 Farmington 308 N. Locke Ave. Kansas City Farmington, NM 87401 Akron 8080 Ward Pkwy., Suite 401 505-326-6501 222 W. Market St. Kansas City, MO 64114 Akron, OH 44303 816-421-7800 330-253-4590

68 1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 69 BETTER BUSINESS BUREAUS

Canton Philadelphia Knoxville 1434 Cleveland Ave., NW 1880 John F. Kennedy Blvd., Suite 1330 255 N. Peters Rd., Suite 102 Canton, OH 44703 Philadelphia, PA 19103 Knoxville, TN 37923 330-454-9401 215-985-9313 865-692-1600 Cincinnati Pittsburgh Memphis 1 E. 4th St., Suite 600 400 Holiday Dr., Suite 220 3693 Tyndale Dr. Cincinnati, OH 45202 Pittsburgh, PA 15220 Memphis, TN 38125 513-421-3015 Toll free: 1-877-267-5222 901-759-1300 Cleveland Scranton Murfreesboro 2800 Euclid Ave., 4th Floor 1054 Oak St. 530 Uptown Square Cleveland, OH 44115 Scranton, PA 18508 Murfreesboro, TN 37129 216-241-7678 570-342-5100 615-242-4222 Columbus Nashville 1169 Dublin Rd. South Carolina 201 4th Ave. N., Suite 100 Columbus, OH 43215 Nashville, TN 37219 614-486-6336 Columbia 615-242-4222 2442 Devine St. Dayton Columbia, SC 29205 Texa s 15 W. Fourth St., Suite 300 803-254-2525 Dayton, OH 45402 937-222-5825 Conway Abilene 1121 3rd Ave. 3300 S. 14th St., Suite 307 Lima Conway, SC 29526 Abilene, TX 79605-5052 219 N. McDonel St. 843-488-2227 325-691-1533 Lima, OH 45801 419-223-7010 Greenville Amarillo 408 N. Church St., Suite C 600 S. Tyler St., Suite 1300 Toledo Greenville, SC 29601 Amarillo, TX 79101 Integrity Place 7668 King’s Pointe Rd. 864-242-5052 806-379-6222 Toledo, OH 43617 Toll free: 1-800-743-4222 Austin South Dakota 1005 La Posada Dr. Youngstown Austin, TX 78752 201 E. Commerce St. Sioux Falls 512-445-2911 Youngstown, OH 44503 300 N. Phillips Ave., Suite 100 330-744-3111 Sioux Falls, SD 57104 Beaumont 605-271-2066 550 Fannin St., Suite 100 Oklahoma Beaumont, TX 77701 Tennes see 409-835-5348 Oklahoma City Corpus Christi 17 S. Dewey St. Chattanooga 802 N. Carancahua St. Oklahoma City, OK 73102 508 N. Market St. Corpus Christi, TX 78401 405-239-6081 Chattanooga, TN 37405 361-852-4949 Tulsa 423-266-6144 Dallas 4937 S. 78th E. Ave. Clarksville 1601 Elm St., Suite 1600 Tulsa, OK 74145 420 Madison St. Dallas, TX 75201 918-492-1266 Clarksville, TN 37041 214-220-2000 931-503-2222 El Paso Pennsylvania Columbia 550 E. Paisano Dr. PO Box 1594 El Paso, TX 79901 Bethlehem Columbia, TN 38402 915-577-0191 50 W. North St. 931-388-9222 Bethlehem, PA 18018 610-866-8780 Cookeville 18 N. Jefferson St. Erie Cookeville, TN 38501 1001 State St. 931-520-0000 Erie, PA 16501 Toll free: 877-267-5222 Franklin 367 Riverside Dr., Suite 110 Harrisburg Franklin, TN 37064 1337 N. Front St. 615-242-4222 Harrisburg, PA 17102 717-364-3250 70 www.USA.gov 71 BETTER BUSINESS BUREAUS

Fort Worth 1300 Summit Ave., Suite 700 Virginia Fort Worth, TX 76102 Norfolk Toll free: 1-800-621-8566 586 Virginian Dr. Houston Norfolk, VA 23505

1333 W. Loop South, Suite 1200 757-531-1300 BETTER BUSINESS BUREAUS Houston, TX 77027 Richmond 713-868-9500 720 Moorefield Park Dr., Suite 300 Longview Richmond, VA 23236 102 Commander Dr., Suite 7 804-648-0016 Longview, TX 75605 Roanoke 903-758-3222 5115 Bernard Dr., Suite 202 Lubbock Roanoke, VA 24018 3333 66 St. 540-342-3455 Lubbock, TX 79413 806-763-0459 Washington Midland 306 W. Wall St., Suite 1350 DuPont Midland, TX 79701 1000 Station Dr., Suite 222 432-563-1880 DuPont, WA 98327 206-431-2222 San Angelo 3149 Executive Dr. Spokane San Angelo, TX 76904 152 S. Jefferson, Suite 200 325-949-2989 Spokane, WA 99201 509-455-4200 San Antonio 425 Soledad St., Suite 500 West Virginia San Antonio, TX 78205 210-828-9441 Charleston Tyle r 1018 Kanawha Blvd. E, Suite 301 3600 Old Bullard Rd. Building 1, Suite 101 Charleston, WV 25301 Tyler, TX 75701 304-345-7502 903-581-5704 Waco Wisconsin 200 W. Hwy 6, Suite 225 Waco, TX 76712 Appleton 254-755-7772 1047 N. Lynndale Dr., Suite 1A Appleton, WI 54914 Weslaco 920-734-4352 502 E. Expressway 83, Suite C Weslaco, TX 78596 Milwaukee 956-968-3678 10019 W. Greeenfield Ave. Milwaukee, WI 53214 Wichita Falls 414-847-6000 2107 Kemp Blvd. Wichita Falls, TX 76309 940-691-1172

Utah

Salt Lake City 3703 W. 6200 South Salt Lake City, UT 84129 801-892-6009

70 1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 71 CORPORATE CONSUMER CONTACTS

Alamo Rent A Car Contact Corporate Consumer Affairs Departments See: Enterprise Rent-a-Car The following directory lists the contact information for hundreds of Toll free: 1-844-357-5138 corporations. Many companies have a consumer affairs department that TTY: 1-800-522-9292 handles consumer questions and concerns. If you do not find the company www.alamo.com you are looking for, check your public libraries for the following resources: Alaska Airlines • The Standard & Poor’s Register of Corporations, Directors and Executives Customer Care PO Box 24948-SEAGT • Trade Names Directory Seattle, WA 98124-0948 • Standard Directory of Advertisers Toll free: 1-800-654-5669 Toll free: 1-877-815-8253 (Lost baggage) • Dun & Bradstreet Directory www.alaskaair.com Check the product label and other documents given to you at the time of Albertsons, Inc. your purchase to identify the product’s manufacturer. ThomasNet, an online Customer Support Center database of manufacturers, might also be helpful. Mail Stop 10501 If you have a complaint about an item or service, it is often best to go back to PO Box 29093 the seller BEFORE you contact the companies in this directory. Follow up with Arizona, AZ 85038 a letter, phone call, or email message to the consumer affairs department Toll free: 1-877-723-3929 of the company to report your complaint, and whether the seller was able to www.albertsons.com resolve your problem. You may express your complaint on a company’s social Alcon Laboratories, Inc. media profile to get quick attention to your problem. Customer Service 6201 South Freeway Fort Worth, TX 76134 Acer America Corporation Toll free: 1-800-757-9195 A Customer Service www.alcon.com 333 W. San Carlos St., Suite 1500 AAA Life San Jose, CA 95110 Aldi, Inc. Customer Support 408-533-7700 Customer Service 17900 N. Laurel Park Dr. www.acer.com 1200 N. Kirk Rd. Livonia , MI 48152-3985 Batavia, IL 60510 Adidas America, Inc. Toll free: 1-800-684-4222 www.aldi.us : [email protected] Consumer Relations Allegiant Travel Company www.aaalife.com 5055 N Greeley Ave. Portland, OR 97217 Customer Relations AAMCO Transmissions, Inc. Toll free: 1-800-982-9337 PO Box 371477 Consumer Affairs www.adidas.com Las Vegas, NV 89137 201 Gibraltar Rd. 702-505-8888 Aetna, Inc. Horsham, PA 19044 Toll free: 1-866-719-3910 151 Farmington Ave. Toll free: 1-800-523-0401 TTY: 702-430-3283 Hartford, CT 06156 www.aamco.com www.allegiantair.com Toll free: 1-800-872-3862 Aaron’s, Inc. www.aetna.com Allergan, Inc. 400 Galleria Pkwy, SE, Suite 300 Customer Relations Aflac Atlanta, GA 30339 Morris Corporate Center III 1932 Wynnton Rd. Toll free: 1-877-607-9999 400 Interpace Pkwy. Columbus, GA 31999 www.aarons.com Parsippany, NJ 07054 Toll free: 1-800-992-3522 Abbott Nutritional and Toll free: 1-800-678-1605 www.aflac.com Pharmaceutical Products www.allergan.com AIG Consumer Relations Allied Van Lines, Inc. PO Box 305355 625 Cleveland Ave. Customer Service Nashville, TN 37230-5355 Columbus, OH 43215 One Parkview Plaza Toll free: 1-800-888-2452 Toll free: 1-800-227-5767 Oakbrook Terrace, IL 60181 www.aig.com www.abbottnutrition.com Toll free: 1-800-470-2851 Abercrombie & Fitch Airbnb, Inc. : [email protected] 6301 Fitch Path 888 Brannan St. www.allied.com San Francisco, CA 94103 New Albany, OH 43054 Allstate Insurance Company 415-800-5959 614-219-5380 PO Box 660598 www.airbnb.com Toll free: 1-866-681-3115 Dallas, TX 75266-0598 : [email protected] Toll free: 1-800-255-7828 www.abercrombie.com TTY: 1-800-877-8973 www.allstate.com

72 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 73 CORPORATE CONSUMER CONTACTS

Amana Appliances Anthem www.asus.com Customer Service Medical Claims Department AT & T, Inc. 553 Benson Rd. PO Box 105187 Customer Service Benton Harbor, MI 49022 Atlanta, GA 30348-5187 208 S. Acard St. Toll free: 1-866-616-2664 www.anthem.com Dallas, TX 75202 www.amana.com Anytime Fitness, LLC 210-821-4105 Amazon.com, Inc. Customer Service Toll free: 1-800-331-0500 (Wireless Customer Service 111 Weir Dr. Customer Service) PO Box 81226 Woodbury, MN 55125 Toll free: 1-855-288-2727 (Home Seattle, WA 98108-1226 Toll free: 1-800-704-5004 Security) Toll free: 1-888-280-4331 651-438-5000 Toll free: 1-800-288-2020 (Home phone, www.amazon.com www.anytimefitness.com Internet, and Digital TV) American Airlines, Inc. Apple Computer, Inc. www.att.com Customer Relations One Infinite Loop Atlas World Group, Inc. 4000 E. Sky Harbor Blvd. Cupertino, CA 95014 Customer Service Phoenix, AZ 85034 Toll free: 1-800-442–4000 (Beats 1212 Saint George Rd.

817-967-2000 headphones) Evansville, IN 47711 CORPORATE CONSUMER CONTACTS Toll free: 1-800-535-5225 Toll free: 1-800-275-2273 (iPod, iPad, and Toll free: 1-800-638-9797 Toll free: 1-800-892-3624 Mac technical support) www.atlasvanlines.com www.aa.com Toll free: 1-800-694-7466 (iPhone Avis Rent-A-Car System American Eagle Outfitters technical support) Customer Service Customer Service TTY: 1-877-204-3930 PO Box 699000 77 Hot Metal St. www.apple.com Tulsa, OK 74169-9000 Pittsburgh, PA 15203 Applebee’s Toll free: 1-800-352-7900 Toll free: 1-888-232-4535 450 N. Brand Blvd. TTY: 1-800-331-2323 www.ae.com Glendale, CA 91203 : [email protected] American Express Company Toll free: 1-888-592-7753 www.avis.com Customer Service www.applebees.com Avon Products, Inc. PO Box 981540 Arby’s Restaurant Group, Inc. Customer Service El Paso, TX 79998-1540 1155 Perimeter Center W 777 Third Ave. Toll free: 1-800-528-4800 Atlanta, GA 30338 New York, NY 10017 Toll free: 1-877-297-4438 (Gift Cards) 678-514-4100 212-282-7000 TTY: 1-800-221-9950 Toll free: 1-800-599-2729 Toll free: 1-800-367-2866 www.americanexpress.com : [email protected] Toll free: 1-800-500-2866 Amplify Snack Brands www.arbys.com : [email protected] 500 W. 5th St., Suite 1350 Ariens Company www.avon.com Austin, TX 78701 Customer Service 512-600-9893 655 W. Ryan St. B : [email protected] Brillion, WI 54110 Bacardi USA, Inc. amplifysnackbrands.com 920-756-4688 Consumer Affairs www.ariens.com Amtrak 2701 S. Le Jeune Rd. Customer Relations Ashley Furniture Industries, Inc. Coral Gables, FL 33134 60 Massachusetts Ave., NE Consumer Affairs Toll free: 1-800-222-2734 Washington, DC 20002 One Ashley Way www.bacardi.com Toll free: 1-800-872-7245 Arcadia, WI 54612 Banana Republic TTY: 1-800-523-6590 Toll free: 1-866-436-3393 Customer Service www.amtrak.com www.ashleyfurniture.com 5900 N. Meadows Dr. Andersen Windows, Inc. Associated Bank Grove City, OH 43123 Customer Service We Care Department Toll free: 1-888-277-8953 100 4th Ave., N 1305 Main St., Mail Stop 7722 : [email protected] Bayport, MN 55003 Stevens Point, WI 54481 www.bananarepublic.com Toll free: 1-888-888-7020 Toll free: 1-800-685-6895 Bank of America Corporation www.andersenwindows.com : [email protected] Customer Service www.associatedbank.com Anheuser-Busch, Inc. PO Box 25118 One Busch Pl. Asus Computer International Tampa, FL 33622-0900 St. Louis, MO 63118 800 Corporate Way Toll free: 1-800-432-1000 Toll free: 1-800-342-5283 Fremont, CA 94539 TTY: 1-800-288-4408 : [email protected] 510-739-3777 www.bankofamerica.com www.anheuser-busch.com Toll free: 1-888-678-3688 72 SOCAP International Member Consumer Action Handbook 73 CORPORATE CONSUMER CONTACTS

Barnes & Noble Bellisio Foods, Inc. Bissell Homecare, Inc. PO Box 111 Consumer Affairs Consumer Care Lyndhurst, NJ 07071 PO Box 16630 PO Box 3606 Toll free: 1-800-843-2665 Duluth, MN 55816 Grand Rapids, MI 49501 : [email protected] Toll free: 1-800-446-5469 Toll free: 1-800-237-7691 www.barnesandnoble.com : [email protected] www.bissell.com Bass Pro Shops www.bellisiofoods.com BJ’s Wholesale Club, Inc. 2500 E. Kearney St. Ben & Jerry’s Homemade, Inc. Member Care Springfield, MO 65898 Consumer Services 25 Research Dr. Toll free: 1-800-227-7776 30 Community Dr. Westborough, MA 01581 www.basspro.com South Burlington, VT 05403 Toll free: 1-800-257-2582 Bassett Furniture 802-846-1500 Toll free: 1-866-425-7932 3525 Fairystone Park Hwy. www.benjerry.com www.bjs.com PO Box 626 Best Buy Company, Inc. Bloomingdale’s, Inc. Bassett, VA 24055 Customer Care Customer Service Toll free: 1-877-525-7070 (Furniture) 7601 Penn Ave., S PO Box 8067 Toll free: 1-800-308-7485 (Baby Furniture) Richfield, MN 55423 Mason, OH 45040 Toll free: 1-800-697-3259 (Mattresses) Toll free: 1-888-237-8289 Toll free: 1-800-777-0000 www.bassettfurniture.com : [email protected] www.bloomingdales.com Bausch & Lomb www.bestbuy.com Blue Cross Blue Shield Consumer Affairs, Dept. 9563 Best Western International, Inc. 225 N. Michigan Ave. 1400 N. Goodman St. Customer Care Chicago, IL 60601 Rochester, NY 14692 PO Box 10203 www.bcbs.com Toll free: 1-800-553-5340 Phoenix, AZ 85064 Bob Evans Farms, Inc. www.bausch.com Toll free: 1-800-528-1238 Consumer Relations Bayer Consumer Health www.bestwestern.com 8111 Smith’s Mill Rd. Consumer Relations BFGoodrich Tires New Albany, OH 43054 100 Bayer Blvd. Consumer Care Toll free: 1-800-939-2338 Whippany, NJ 07981 PO Box 19001 www.bobevans.com Toll free: phone numbers appear on all Greenville, SC 29602-9001 Bosch Home Appliance labels Toll free: 1-877-788-8899 Corporation www.bayercare.com www.bfgoodrichtires.com 1901 Main St., Suite 600 BB&T BIC Corporation Irvine, CA 92614 CEO Line Consumer Affairs Toll free: 1-800-944-2904 PO Box 632 One Bic Way, Suite 1 : Bosch-USA-Questions@bshg. Whiteville, NC 28472 Shelton, CT 06484 com Toll free: 1-800-226-5228 Toll free: 1-800-546-1111 www.bosch-home.com TTY: 1-888-833-4228 www.bicworld.com Bridgestone Americas, Inc. : [email protected] Big Lots Stores, Inc. 535 Marriott Dr. www.bbt.com Customer Care PO Box 140990 Bed Bath and Beyond 300 Phillipi Rd. Nashville, TN 37214-0990 Customer Service Columbus, OH 43228-5311 615-937-1000 650 Liberty Ave. Toll free: 1-866-244-5687 www.bridgestoneamericas.com Union, NJ 07083 www.biglots.com Brinker International Toll free: 1-800-462-3966 Birchbox 6820 LBJ Freeway www.bedbathandbeyond.com 28 E 28th St. Dallas, TX 75240 Beech-Nut Nutrition Corporation New York , NY 10016 972-980-9917 Consumer Affairs Toll free: 1-877-487-7272 www.brinker.com One Nutritious Pl. : [email protected] Brio Tuscan Grille Amsterdam, NY 12010 www.birchbox.com Guest Feedback Toll free: 1-800-233-2468 Birds Eye Foods, Inc. 777 Goodale Blvd., Suite 100 www.beechnut.com Pinnacle Consumer Relations Columbus, OH 43212 Beiersdorf, Inc. PO Box 971 Toll free: 1-888-452-7286 Consumer Relations Miami, FL 33152 : [email protected] 45 Danbury Rd. Toll free: 1-800-432-3102 www.brioitalian.com Wilton, CT 06897 www.birdseye.com Toll free: 1-800-227-4703 www.beiersdorfusa.com

74 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 75 CORPORATE CONSUMER CONTACTS

Bristol-Myers Squibb Company Check ‘n Go Customer Relations C 7755 Montgomery Rd., Suite 400 345 Park Ave. Cincinnati, OH 45236 Campbell Soup Company New York, NY 10154 Toll free: 1-888-561-2274 Consumer Affairs Toll free: 1-800-332-2056 www.checkngo.com 1 Campbell Place www.bms.com Camden, NJ 08103 The Cheesecake Factory British Airways Toll free: 1-800-257-8443 26901 Malibu Hills Rd. Customer Relations www.campbellsoup.com Calabasas Hills, CA 91301 PO Box 300686 818-871-3000 Capital One Jamaica, NY 11430-0686 www.thecheesecakefactory.com General Correspondence 312-843-5794 PO Box 30285 Chick-fil-A, Inc. Toll free: 1-800-828-8144 Salt Lake City, UT 84130-0287 Chick-fil-A Cares TTY: 1-866-393-0961 Toll free: 1-800-227-4825 (Credit Cards) PO Box 725489 www.britishairways.com Toll free: 1-866-750-0873 (Online Atlanta, GA 31139-9923 Brookstone Banking) Toll free: 1-866-232-2040 Customer Care Center www.capitalone.com www.chick-fil-a.com 1655 Bassford Dr. CORPORATE CONSUMER CONTACTS Carfax, Inc. Children’s Place Mexico, MO 65265 Consumer Affairs Customer Service Toll free: 1-800-846-3000 5860 Trinity Pkwy., Suite 600 500 Plaza Dr. www.brookstone.com Centerville, VA 20120 Secaucus, NJ 07094 Brown-Forman Beverages www.carfax.com Toll free: 1-877-752-2387 Worldwide www.childrensplace.com Carnival Cruise Line Consumer Support Guest Care Chili’s 850 Dixie Hwy. 3655 N.W. 87th Ave. See: Brinker International Louisville, KY 40210 Miami, FL 33178-2428 Toll free: 1-800-983-4637 (Gift cards) Toll free: 1-800-753-4567 Toll free: 1-800-929-6400 www.chilis.com : [email protected] : [email protected] Chipotle Mexican Grill, Inc. www.brown-forman.com www.carnival.com 1401 Wynkoop St., Suite 500 Budget Car Rental Carrier Air Conditioning Company Denver, CO 80202 Customer Service One Carrier Pl. 303-595-4000 PO Box 699000 Farmington, CT 06032 www.chipotle.com Tulsa, OK 74169-9000 Toll free: 1-800-227-7437 Chobani Toll free: 1-800-214-6094 www.carrier.com Customer Service TTY: 1-800-826-5510 147 State Highway 320 : budgetcustomerservice@ Centurylink Norwich, NY 13815 budgetgroup.com 100 Centurylink Dr. Toll free: 1-877-847-6181 www.budget.com Monroe, LA 71203 Toll free: 1-888-723-8010 : [email protected] Burger King Corporation TTY: 1-800-223-3131 www.chobani.com Guest Relations : [email protected] Choice Hotels 5505 Blue Lagoon Dr. www.centurylink.com Guest Relations Miami, FL 33126 6811 E. Mayo Blvd., Suite 100 Toll free: 1-866-394-2493 Charles Schwab Phoenix, AZ 85054 www.bk.com Toll free: 1-866-855-9102 www.schwab.com Toll free: 1-800-300-8800 Burlington Stores, Inc. www.choicehotels.com Customer Relations Charter Spectrum Church & Dwight Company, Inc. 2006 Route 130 N 400 Atlantic St., 10th Floor Consumer Relations Florence Township, NJ 08518 Stamford, CT 06901 Princeton South Corporate Center Toll free: 1-855-355-2875 203-905-7800 500 Charles Ewing Blvd. www.burlingtoncoatfactory.com Toll free: 1-888-438-2427 www.charter.com Ewing, NJ 08628 Bush Brothers & Company Toll free: 1-800-833-9532 Chattem, Inc. Consumer Relations www.churchdwight.com PO Box 52330 Consumer Affairs Cigna Knoxville, TN 37950-2330 PO Box 2219 900 Cottage Grove Rd. Toll free: 1-800-590-3797 Chattanooga, TN 37409-0219 Bloomfield , CT 06002 www.bushbeans.com Toll free: 1-888-442-4464 www.chattem.com Toll free: 1-800-997-1654 www.cigna.com

74 SOCAP International Member Consumer Action Handbook 75 CORPORATE CONSUMER CONTACTS

Citibank, Inc. ConAgra Foods Crayola, LLC Client Services Consumer Affairs Consumer Affairs 100 Citibank Dr. One ConAgra Dr. PO Box 431 San Antonio, TX 78245-9004 Omaha, NE 68102 Easton, PA 18044-0431 Toll free: 1-800-374-9700 (Banking) Toll free: 1-877-266-2472 Toll free: 1-800-272-9652 Toll free: 1-800-950-5114 (Credit Cards) : consumeraffairs@conagrafoods. www.crayola.com TTY: 1-877-693-0372 (Banking) com Cricket Wireless TTY: 1-800-325-2865 (Credit Cards) www.conagrafoods.com 575 Morosgo Dr NE www.citibank.com Conair Corporation Atlanta, GA 30324 Citizens Bank Customer Support Toll free: 1-800-274-2538 One Citizens Plaza 1 Cummings Point Rd. www.cricketwireless.com Providence, RI 02903 Stamford, CT 06902 Crowne Plaza Toll free: 1-800-922-9999 Toll free: 1-800-334-4031 See: InterContinental Hotels Group, www.citizensbank.com : [email protected] PLC The Clorox Company www.conair.com www.crowneplaza.com Consumer Services Costco Wholesale Corporation Crunch Fitness PO Box 24305 Member Service 3595 Mt. Diablo Blvd., Suite 300 Oakland, CA 94623-1305 PO Box 34331 Lafayette, CA 94549 Toll free: 1-800-292-2200 (Laundry) Seattle, WA 98124 925-297-6360 Toll free: 1-800-227-1860 (Household Toll free: 1-800-774-2678 : [email protected] Cleaning) Toll free: 1-800-955-2292 (Online www.crunch.com www.thecloroxcompany.com Members) Cuisinart The Coca-Cola Company : [email protected] Customer Service Industry and Consumer Affairs www.costco.com 150 Milford Rd. PO Box 1734 Coty Inc. East Windsor , NJ 08520 Atlanta, GA 30301 Consumer Affairs Toll free: 1-800-726-0190 Toll free: 1-800-438-2653 500 American Rd. : [email protected] www.coca-colacompany.com Morris Plains, NJ 07950 www.cuisinart.com The Colgate-Palmolive Toll free: 1-800-372-8201 (Clairol/ Curves International t Covergirl/MaxFactor) Company 5770 Fleet St. Toll free: 1-866-722-4146 (Wella retail Consumer Affairs Carlsbad, CA 92008 products sold in beauty supply stores) 300 Park Ave. Toll free: 1-877-673-3144 Toll free: 1-800-810-1330 (Hugo Boss, New York, NY 10022 www.curves.com 212-310-2000 Gucci, Escada fragrances) Toll free: 1-800-468-6502 Toll free: 1-800-715-4023 (All other CVS Corporation : colgate-palmolive_consumer_ brands and fragrances) Customer Relations [email protected] www.coty.com One CVS Dr. Woonsocket, RI 02895 www.colgate.com Cox Communications 401-765-1500 6205-B Peachtree Dunwoody Road NE Colonial Penn Life Insurance Toll free: 1-800-746-7287 (In-Store) Atlanta, GA 30328 Customer Service Toll free: 1-866-389-2727 (Minute Clinic) Toll free: 1-888-566-7751 399 Market St. Toll free: 1-888-607-4287 (Online) : coxcorp.customerrelations@cox. Philadelphia, PA 19181 www.cvs.com Toll free: 1-800-523-9100 com www.cox.com www.colonialpenn.com D Combe, Inc. Cracker Barrel Old Country Store 1101 Westchester Ave. PO Box 787 Dairy Queen Corporation White Plains, NY 10604 Lebanon, TN 37087 Customer Relations Toll free: 1-800-431-2610 Toll free: 1-800-333-9566 7505 Metro Blvd. www.combe.com www.crackerbarrel.com Minneapolis, MN 55439 Comcast Corporation Crate and Barrel 952-830-0200 One Comcast Center Customer Service Toll free: 1-866-793-7582 Philadelphia, PA 19103 1860 W. Jefferson Ave. www.dairyqueen.com Toll free: 1-800-266-2278 Naperville, IL 60540 The Dannon Company, Inc. Toll free: 1-800-934-6489 (Xfinity) Toll free: 1-800-967-6696 Consumer Response Center www.comcast.com : customer_service@crateandbarrel. PO Box 1625 com Horsham, PA 19044 www.crateandbarrel.com Toll free: 1-877-326-6668 www.dannon.com

76 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 77 CORPORATE CONSUMER CONTACTS

Darden Restaurants Dick’s Sporting Goods Dollar Rent A Car, Inc. Guest Relations 345 Court St. Customer Service PO Box 695011 Coraopolis, PA 15108 PO Box 26120 Orlando, FL 32869-5011 Toll free: 1-877-846-9997 Tulsa, OK 73126 407-245-4000 www.dickssportinggoods.com Toll free: 1-800-800-5252 www.darden.com Dillard’s, Inc. www.dollar.com Days Inn Worldwide, Inc. Customer Service Dollar Shave Club See: Wyndham Hotel Group PO Box 486 PO Box 5688 Toll free: 1-800-441-1618 Little Rock, AR 72203 Santa Monica, CA 90409-5688 www.daysinn.com 501-376-5200 : [email protected] Toll free: 1-800-345-5273 www.dollarshaveclub.com Dean Foods TTY: 1-800-444-1732 Consumer Affairs Domino’s Pizza, Inc. : [email protected] PO Box 961447 Customer Service www.dillards.com El Paso, TX 79996 30 Frank Lloyd Wright Dr. Toll free: 1-800-395-7004 Diners Club Ann Arbor, MI 48105 : [email protected] PO Box 6101 734-930-3030 www.deanfoods.com Carol Stream, IL 60197-6101 : customercare@ CORPORATE CONSUMER CONTACTS Toll free: 1-800-234-6377 dominoscustomercare.com Del Monte Foods Company TTY: 1-866-889-0889 www.dominos.com Consumer Affairs www.dinersclubus.com 890 Mountain Ave., Suite 105 Doubletree New Providence, NJ 07974 DIRECTV Enterprises, Inc. See: Hilton Hospitality, Inc. Toll free: 1-800-543-3090 PO Box 6550 Toll free: 1-800-222-8733 www.delmonte.com Greenwood Village, CO 80155-6550 TTY: 1-800-368-1133 Toll free: 1-800-531-5000 www.doubletree.com Dell, Inc. TTY: 1-800-779-4388 Customer Service Dr. Pepper/Snapple Group, Inc. www.directv.com One Dell Way Consumer Relations Round Rock, TX 78682 Discover Financial Services, Inc. PO Box 869077 Toll free: 1-800-624-9897 Card Customer Service Plano, TX 75086-9077 TTY: 1-877-335-5889 PO Box 30943 972-673-7000 www.dell.com Salt Lake City, UT 84130-0943 Toll free: 1-800-696-5891 801-902-3100 www.drpeppersnapplegroup.com Delta Air Lines, Inc. Toll free: 1-800-347-2683 Customer Care Duracell Inc. TTY: 1-800-347-7449 PO Box 20980 Department 980 Toll free: 1-800-551-2355 www.discover.com Atlanta, GA 30320-2980 www.duracell.com 404-209-3434 (Disability Assistance) Dish Dyson, Inc. Toll free: 1-800-455-2720 9601 S. Meridian Blvd. 600 W. Chicago Ave., Suite 275 www.delta.com Englewood, CO 80112 Chicago, IL 60654 Toll free: 1-855-612-3321 Denny’s Corporation Toll free: 1-844-679-1647 www.dish.com Call Center : [email protected] 203 E. Main St., P-7-3 Ditech Financial, LLC www.dyson.com Spartanburg, SC 29319 1100 Virginia Dr., Suite 100A Toll free: 1-800-733-6697 Fort Washington, PA 19034 E www.dennys.com Toll free: 1-800-700-9212 www.ditech.com E*Trade Securities, LLC Diageo North America, Inc. Dole Food Company, Inc. PO Box 484 Consumer Care Jersey City, NJ 07303-0484 Consumer Center 24440 W. 143 St. Toll free: 1-800-387-2331 PO Box 5700 Plainfield, IL 60544 www.etrade.com 815-267-4400 Thousand Oaks, CA 91359-5700 www.diageo.com Toll free: 1-800-356-3111 E. & J. Gallo Winery www.dole.com Consumer Information Center Diamond Foods, Inc. Dollar General Corporation 1541 Cummins Dr. Consumer Affairs Modesto, CA 95358 Customer Service 1050 S. Diamond St. Toll free: 1-877-687-9463 100 Mission Ridge Stockton, CA 95205 : consumerrelations@intuitionwines. Goodlettsville, TN 37072 209-467-6000 com Toll free: 1-877-463-1553 www.diamondfoods.com www.gallo.com : [email protected] www.dollargeneral.com

76 SOCAP International Member Consumer Action Handbook 77 CORPORATE CONSUMER CONTACTS

Eastern Mountain Sports Enterprise Rent-a-Car Costa Mesa, CA 92626 Customer Service 600 Corporate Park Dr. Toll free: 1-888-397-3742 1 Vose Farm Rd. Saint Louis, MO 63105 : [email protected] Peterborough, NH 03458 Toll free: 1-855-266-9565 www.experian.com Toll free: 1-888-463-6367 TTY: 1-866-534-9270 Express Scripts www.ems.com : [email protected] 1 Express Way eBay, Inc. www.enterprise.com St Louis, MO 63121 583 W. eBay Way Equifax Toll free: 1-800-282-2881 Draper, UT 84020 PO Box 740241 www.express-scripts.com www.eBay.com Atlanta, GA 30374 Eddie Bauer, Inc. Toll free: 1-800-685-1111 F Customer Service www.equifax.com Facebook, Inc. PO Box 7001 Equinox 1601 Willow Rd. Groveport, OH 43125 Member Services Menlo Park, CA 94025 Toll free: 1-800-426-8020 1 Park Ave. 650-543-4800 www.eddiebauer.com New York, NY 10016 www.facebook.com Edward Jones 212-774-6363 Fairfield Inn Client Relations Toll free: 1-866-332-6549 See: Marriott International, Inc. 12555 Manchester Rd. www.equinox.com Toll free: 1-800-721-7033 Saint Louis , MO 63131 The Estee Lauder www.fairfieldinn.com Toll free: 1-800-441-2357 Companies, Inc. www.edwardjones.com Consumer Care Farmers Insurance 6301 Owensmouth Ave. The Electrolux Group 767 5th Ave. Woodland Hills, CA 91367 Kitchen and Laundry Consumer New York, NY 10153 Toll free: 1-888-327-6335 Assistance Center 212-572-4200 TTY: 1-888-891-1660 PO Box 212237 (Kitchen & Laundry) : [email protected]. www.farmers.com Augusta, GA 30907 com Toll free: 1-877-435-3287 www.elcompanies.com FedEx Corporation Vacuums and Air Cleaners Ethan Allen, Inc. Customer Relations PO Box 3900 Client Services 3875 Airways Blvd. Peoria, IL 61612 PO Box 1966 Module H3 Department 4634 Toll free: 1-800-896-9756 Danbury, CT 06813 Memphis, TN 38116 www.electrolux.com Toll free: 1-888-324-3571 Toll free: 1-800-463-3339 TTY: 1-800-238-4461 Eli Lilly Company : [email protected] www.fedex.com Lilly Corporate Center www.ethanallen.com Indianapolis, IN 46285 Etsy Fidelity Investments, LLC 317-276-2000 Support Team PO Box 770001 Toll free: 1-800-545-5979 117 Adams St. Cincinnati, OH 45277 www.lilly.com Brooklyn, NY 11201 Toll free: 1-800-343-3548 www.fidelity.com Elizabeth Arden, Inc. www.etsy.com Consumer Affairs The Eureka Company Fifth Third Bank 309 South St. See: Electrolux (Vacuums and Air Customer Service New Providence, NJ 07974 Cleaners) PO Box 4444 Toll free: 1-800-326-7337 Toll free: 1-800-282-2886 Cincinnati, OH 45263-4444 : [email protected] www.eureka.com Toll free: 1-800-972-3030 TTY: 1-800-546-7068 www.elizabetharden.com Eveready www.53.com Embassy Suites 533 Maryville University Dr. See: Hilton Hospitality, Inc. St. Louis, MO 63141 Fisher-Price Toll free: 1-800-362-2779 Toll free: 1-800-383-7323 See: Mattel, Inc. www.embassysuites.com www.eveready.com Toll free: 1-800-432-5437 www.fisher-price.com Energizer Expedia, Inc. Customer Support Customer Support Florist.com 533 Maryville University Dr. 333 108th Ave., NE Customer Service St. Louis, MO 63141 Bellevue, WA 98004 3113 Woodcreek Dr. Toll free: 1-800-383-7323 Toll free: 1-800-397-3342 Downers Grove, IL 60515 www.energizer.com www.expedia.com Toll free: 1-800-425-0622 www.florist.com Experian 475 Anton Blvd.

78 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 79 CORPORATE CONSUMER CONTACTS

Flowers Foods, Inc. Gap, Inc. Gillette 1919 Flowers Circle Customer Service See: Procter & Gamble Thomasville, GA 31757 100 Gap Online Dr. Toll free: 1-800-445-5388 229-226-9110 Grove City, OH 43123 www.gillette.com Toll free: 1-866-245-8921 Toll free: 1-800-427-7895 GlaxoSmithKline Consumer www.flowersfoods.com TTY: 1-888-906-1104 Healthcare : [email protected] Food Lion, Inc. Response Center www.gap.com PO Box 1330 5 Crescent Dr. Salisbury, NC 28145-1330 Gateway, Inc. Philadelphia, PA 19112 Toll free: 1-800-210-9569 Customer Service Toll free: 1-888-825-5249 (Prescription www.foodlion.com PO Box 6137 drugs) Temple, TX 76503 Foot Locker Toll free: 1-800-245-1040 (Non- Toll free: 1-866-539-3901 prescription drugs) Customer Care www.gateway.com www.us,gsk.com PO Box 8066 111 S. 1st Ave. GEICO Gold’s Gym International Wausau, WI 54402-8066 One GEICO Plaza Customer Support Toll free: 1-800-991-6815 Washington, DC 20076 4001 Maple Ave., Suite 200 CORPORATE CONSUMER CONTACTS : [email protected] Toll free: 1-800-861-8380 (Car Insurance) Dallas, TX 75219 www.footlocker.com Toll free: 1-888-532-5433 (Life Insurance) 214-574-4653 TTY: 1-800-833-8255 Frigidaire Home Products www.goldsgym.com www.geico.com PO Box 212378 The Golden Grain Company Augusta, GA 30907 General Electric Appliances PO Box 049003 Toll free: 1-800-374-4432 PO Box 1780 Chicago, IL 60604-9003 www.frigidaire.com Rapid City, SD 57709 Toll free: 1-800-421-2444 203-373-2211 Frito-Lay Toll free: 1-800-570-8719 Toll free: 1-800-626-2000 (Appliances) www.ricearoni.com Consumer Relations Toll free: 1-800-435-4448 (Lighting) PO Box 660634 The Goodyear Tire & Rubber www.ge.com Dallas, TX 75266-0634 Company Toll free: 1-800-352-4477 General Mills, Inc. 200 Innovation Way www.fritolay.com Consumer Services Akron, OH 44316 PO Box 9452 Frontier Airlines, Inc. 330-796-2121 Minneapolis, MN 55440 Customer Relations Toll free: 1-800-321-2136 Toll free: 1-800-248-7310 7001 Tower Rd. www.goodyear.com www.generalmills.com Denver, CO 80249 Google.com 801-401-9000 Georgia-Pacific Corporation 1600 Amphitheatre Pkwy. www.flyfrontier.com Consumer Affairs Mountain View, CA 94043 133 Peachtree St., NE Frontier Communications 650-253-0000 Atlanta, GA 30303 401 Merritt 7 www.google.com Toll free: 1-800-283-5547 Norwalk, CT 06851 Google Payment Corporation www.gp.com Toll free: 1-800-921-8101 PO Box 727 www.frontier.com Gerber Products Company Mountain View, CA 94042 445 State St. Toll free: 1-855-492-5538 FTD, Inc. Fremont, MI 49413 www.google.com Customer Service Toll free: 1-800-284-9488 3113 Woodcreek Dr. Graco Children’s Products, Inc. www.gerber.com Downers Grove, IL 60515 Consumer Care Toll free: 1-800-736-3383 Get Me 4110 Premier Dr. www.ftd.com 1130 N. Westmoreland Rd. High Point, NC 27265 DeSoto , TX 75115 Toll free: 1-800-345-4109 G : [email protected] www.gracobaby.com Toll free: 1-844-625-2273 Greyhound Lines, Inc. GameStop www.getme.com PO Box 660691 Mail Stop 470 Guest Service Gett Dallas, TX 75266-0691 625 Westport Pkwy. 237 W. 35th St., Suite 200 214-849-8966 (Refunds) Grapevine, TX 76051 New York, NY 10001 214-849-6246 (Baggage) Toll free: 1-800-883-8895 Toll free: 1-855-200-4388 Toll free: 1-800-231-2222 www.gamestop.com www.gett.com Toll free: 1-800-531-5332 (in Spanish) TTY: 1-800- 345-3109 www.greyhound.com

78 SOCAP International Member Consumer Action Handbook 79 CORPORATE CONSUMER CONTACTS

Guess?, Inc. Harry & David Hilton Hospitality, Inc. Customer Care Customer Service Guest Assistance 1444 S. Alameda St. 2500 S. Pacific Hwy. 7930 Jones Branch Dr. Los Angeles, CA 90021 Medford, OR 97501 McLean, VA 22102 Toll free: 1-877-444-8377 Toll free: 1-877-322-1200 703-883-1000 www.guess.com : [email protected] Toll free: 1-800-445-8667 Guinness Company www.harryanddavid.com www.hilton.com See: Diageo North America, Inc. Hasbro, Inc. Hitachi America, Ltd. : [email protected] Consumer Care Customer Service www.guinness.com PO Box 200 PO Box 99652 Guthy | Renker Pawtucket, RI 02862-0200 Troy, MI 48099 3340 Ocean Park Blvd. Toll free: 1-800-255-5516 Toll free: 1-800-448-2244 Santa Monica, CA 90405 Toll free: 1-888-836-7025 (Games) : [email protected] Toll free: 1-888-651-6602 Toll free: 1-800-752-9755 (Preschool www.hitachi-america.us : [email protected] products) Holiday Inn/Holiday Inn Express www.guthy-renker.com : [email protected] See: InterContinental Hotels Group www.hasbro.com Toll free: 1-855-914-1701 H Henkel Consumer Goods (Dial and TTY: 1-800-334-5194 Purex) www.holiday-inn.com H&R Block, Inc. 7201 E. Henkel Way Home Depot, Inc. Customer Support Scottsdale, AZ 85255 Customer Care One H&R Block Way 480-754-3425 2455 Paces Ferry Rd. Kansas City, MO 64105 www.henkel-northamerica.com Atlanta, GA 30339 Toll free: 1-800-472-5625 Heritage Home Group Toll free: 1-800-466-3337 www.hrblock.com Consumer Services : [email protected] Haagen Dazs 1925 Eastchester Dr. www.homedepot.com Consumer Services High Point, NC 27265 Home Goods PO Box 2178 336-888-4900 See: TJX Companies, Inc. Wilkes-Barre, PA 18703 www.heritagehome.com Toll free: 1-800-888-0776 Toll free: 1-800-767-0120 Hershey Company www.homegoods.com www.haagendazs.com Consumer Relations Homewood Suites The Hain Celestial Group, Inc. 100 Crystal A Dr. See: Hilton Hospitality, Inc. 1111 Marcus Ave. Hershey, PA 17033 Toll free: 1-800-225-5466 Lake Success, NY 11042 Toll free: 1-800-468-1714 www.homewoodsuites.com Toll free: 1-877-612-4246 www.hersheys.com www.hain.com Hoover Company Hertz Corporation 7005 Cochran Rd. Hampton Inn & Suites Customer Relations Glenwillow, OH 44139 See: Hilton Hospitality, Inc. PO Box 26120 Toll free: 1-800-944-9200 Toll free: 1-800-426-7866 Oklahoma City, OK 73126 www.hoover.com www.hamptoninn.com Toll free: 1-800-654-4173 Hormel Foods Corporation TTY: 1-800-654-2280 Hanes Brands Consumer Response Customer Services www.hertz.com 1 Hormel Pl. PO Box 748 Hewlett-Packard Company Austin, MN 55912 Rural Hall, NC 27098 1501 Page Mill Rd. Toll free: 1-800-523-4635 Toll free: 1-800-832-0594 (Delivery Palo Alto, CA 94304 www.hormel.com questions) 650-857-1501 Hostess Brands, LLC Toll free: 1-800-994-4348 (Retail Toll free: 1-800-752-0900 Consumer Affairs purchases) www.hp.com www.hanes.com PO Box 419593 Hilton Garden Inn Kansas City, MO 64141 Harris Teeter, Inc. See: Hilton Hospitality, Inc. Toll free: 1-800-483-7253 Customer Relations Toll free: 1-877-782-9444 hostessbrands.com PO Box 10100 www.hiltongardeninn.com Matthews, NC 28106-0100 Howard Johnson, Inc. Toll free: 1-800-432-6111 See: Wyndham Hotel Group : customerrelations@harristeeter. Toll free: 1-800-544-9881 com www.hojo.com www.harristeeter.com

80 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 81 CORPORATE CONSUMER CONTACTS

HSBC Bank USA, N.A. Innovis Jenny Craig, Inc. Customer Service Consumer Assistance Customer Care PO Box 2013 PO Box 1640 5770 Fleet St. Buffalo, NY 14240 Pittsburgh, PA 15230-1640 Carlsbad, CA 92008 Toll free: 1-800-975-4722 Toll free: 1-800-540-2505 Toll free: 1-866-706-4042 TTY: 1-800-898-5999 www.innovis.com : WebCustomerService@jennycraig. : [email protected] InterContinental Hotels Group PLC com www.us.hsbc.com Guest Relations www.jennycraig.com HSN PO Box 30321 Jet.com Customer Service Salt Lake City, UT 84130-0321 221 River St., 8th Floor PO Box 9090 Toll free: 1-800-621-0555 Hoboken, NJ 07030 Clearwater, FL 33758 www.ihgplc.com Toll free: 1-855-538-4323 Toll free: 1-800-284-3900 (Phone) : [email protected] Toll free: 1-800-933-2887 (Online) J www.jet.com www.hsn.com JetBlue Airways Corporation J. Crew HTC America, Inc. Customer Relations

Customer Relations CORPORATE CONSUMER CONTACTS 308 Occidental Ave. South, Suite 300 PO Box 17435 One Ivy Crescent Seattle, WA 98104 Salt Lake City, UT 84117 Lynchburg, VA 24513 Toll free: 1-866-449-8358 Toll free: 1-800-538-2583 Toll free: 1-800-562-0258 TTY: 1-855-580-2302 Toll free: 1-866-538-5438 (Baggage) : [email protected] www.htc.com www.jetblue.com www.jcrew.com Hulu.com Jiffy Lube International, Inc. 2500 Broadway, 2nd Floor The J.M. Smucker Company Customer Service One Strawberry Ln. Santa Monica, CA 90404 PO Box 4427 Orrville, OH 44667 www.hulu.com Houston, TX 77210-4458 Toll free: 1-888-550-9555 Toll free: 1-800-344-6933 Humana, Inc. www.jmsmucker.com Correspondence Office www.jiffylube.com J.P. Morgan Chase Bank PO Box 14601 John Deere National Bank By Mail Lexington, KY 40512-4601 Customer Assistance PO Box 36520 Toll free: 1-800-833-6917 (Individual One John Deere Pl. Louisville, KY 40233 policies) Moline, IL 61265 Toll free: 1-800-935-9935 Toll free: 1-800-448-6262 (Employee Toll free: 1-800-537-8233 Toll free: 1-877-242-7372 (Online sponsored policies) www.deere.com Banking) www.humana.com TTY: 1-800-242-7383 John Hancock Financial Services, Hyatt Hotels & Resorts www.chase.com Inc. Consumer Affairs Customer Service Center R-03 Jack In The Box, Inc. 9805 Q St. 1 John Hancock Way, Suite 1350 9330 Balboa Ave. Omaha, NE 68127 Boston, MA 02217-1350 San Diego, CA 92123 402-592-6465 Toll free: 1-800-387-2747 858-522-4716 Toll free: 1-800-323-7249 TTY: 1-800-832-5282 www.jackinthebox.com TTY: 1-800-228-9548 www.johnhancock.com Jackson Hewitt, Inc. www.hyatt.com Johnson & Johnson Consumer Client Care Products, Inc. 501 N. Cattlemen Rd., Suite 300 I One Johnson & Johnson Plaza Sarasota, FL 34232 New Brunswick, NJ 08933 Ikea Toll free: 1-800-234-1040 732-524-0400 Customer Relations www.jacksonhewitt.com www.jnj.com 420 Alan Wood Rd. Jarden Consumer Solutions, Inc. Joss & Main Conshohocken, PA 19428 Consumer Affairs See: Wayfair, LLC Toll free: 1-888-888-4532 (In-Store 2381 NW Executive Center Dr. Toll free: 1-800-632-8158 questions) Boca Raton, FL 33431 www.jossandmain.com Toll free: 1-888-434-4532 (Online Store Toll free: 1-800-777-5452 questions) www.jardencs.com Just Born, Inc. : [email protected] Consumer Relations JCPenney Company, Inc. www.ikea.com 1300 Stefko Blvd. Corporate Customer Care Bethlehem, PA 18017 PO Box 10001 610-867-7568 Dallas, TX 75301 Toll free: 1-888-645-3453 Toll free: 1-800-322-1189 www.justborn.com www.jcpenney.com 80 SOCAP International Member Consumer Action Handbook 81 CORPORATE CONSUMER CONTACTS

JVC Company of America The Kirby Company Lancôme Customer Care Consumer Relations Customer Care 1700 Valley Rd. 1920 W. 114th St. PO Box 2007 Wayne, NJ 07470 Cleveland, OH 44102 Westfield, NJ 07091 Toll free: 1-800-252-5722 Toll free: 1-800-494-8586 Toll free: 1-800-526-2663 www.jvc.com www.kirby.com www.lancome-usa.com KitchenAid Land O’Lakes, Inc. K Customer Experience Center Consumer Affairs 553 Benson Rd., Mail Drop 8060 4001 Lexington Ave., N Kaiser Permanente Benton Harbor, MI 49022 Arden Hills, MN 55126 Member Services Toll free: 1-800-541-6390 Toll free: 1-800-328-4155 (Consumer 4460 Hacienda Dr. www.kitchenaid.com Affairs) Pleasanton, CA 94588 Toll free: 1-800-328-9680 (Corporate) Toll free: 1-800-556-7677 Kmart Corporation www.landolakes.com kaiserpermanente.org See: Sears Toll free: 1-800-416-4565 Lands’ End, Inc. Kao Brands Company www.kmart.com Customer Service Consumer Relations One Lands’ End Ln. 2535 Spring Grove Ave. Kohl’s Corporation Dodgeville, WI 53595 Cincinnati, OH 45214 Customer Service Toll free: 1-800-963-4816 513-421-1400 PO Box 3120 TTY: 1-800-541-3459 www.kaobrands.com Milwaukee, WI 53201 Toll free: 1-855-564-5705 www.landsend.com Kate Spade Toll free: 1-855-564-5748 (Credit) LeapFrog Enterprises, Inc. Customer Service www.kohls.com Customer Support 2 Park Ave. 6401 Hollis St., Suite 100 New York, NY 10016 The Kraft Heinz Company Emeryville, CA 94608 Toll free: 1-866-999-5283 Consumer Relations Toll free: 1-800-701-5327 : [email protected] 200 E. Randolph St. : [email protected] www.katespade.com Chicago, IL 60601 Toll free: 1-877-535-5666 www.leapfrog.com KAYAK.com www.kraftfoods.com Lee Jeans Seven Market St. Consumer Services Stamford, CT 06902 Kroger Company One Lee Dr. Toll free: 1-855-529-2501 Customer Service Merriam, KS 66202 www.kayak.com 1014 Vine St. Cincinnati, OH 45202 Toll free: 1-800-453-3348 Kellogg Company Toll free: 1-800-576-4377 www.lee.com Consumer Affairs www.kroger.com LEGO Systems, Inc. PO Box CAMB Consumer Affairs Battle Creek, MI 49016 L PO Box 1138 Toll free: 1-800-962-1413 Enfield, CT 06083-1138 www.kelloggs.com Toll free: 1-800-835-4386 Keurig Green Mountain, Inc. LA Fitness International, LLC www.lego.com 33 Coffee Ln. Member Services Lennox Industries, Inc. Waterbury, VT 05676 PO Box 54170 Customer Care Toll free: 1-866-901-2739 Irvine, CA 92619-4170 PO Box 799900 : [email protected] : [email protected] Dallas, TX 75379 www.keurig.com www.lafitness.com Toll free: 1-800-953-6669 KFC La Quinta Inns & Suites www.lennox.com See: YUM! Brands, Inc. Guest Assistance Lenovo Toll free: 1-800-225-5532 909 Hidden Ridge, Suite 600 Customer Service www.kfc.com Irving, TX 75038 1009 Think Pl. Toll free: 1-800-642-4241 Kimberly-Clark Corporation Morrisville, NC 27560 www.lq.com Dept. INT PO Box 2020 Toll free: 1-855-253-6686 Neenah, WI 54957-2020 La-Z-Boy, Inc. www.lenovo.com Toll free: 1-888-525-8388 1 La-Z-Boy Dr. LensCrafters www.kimberly-clark.com Monroe, MI 48162 4000 Luxottica Pl. Toll free: 1-855-802-6636 Mason, OH 45040 www.la-z-boy.com Toll free: 1-877-753-6727 TTY: 1-855-589-8891 www.lenscrafters.com

82 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 83 CORPORATE CONSUMER CONTACTS

Levi Strauss Company MasterCard Worldwide 1155 Battery St. M Consumer Inquiries San Francisco, CA 94111 (Contact your issuing bank first) MAACO Enterprises, Inc. Toll free: 1-866-860-8907 2000 Purchase St. 440 S. Church St., Suite 700 www.levi.com Purchase, NY 10577 Charlotte, NC 28202 914-249-2000 LG Electronics, Inc. Toll free: 1-800-523-1180 Toll free: 1-800-627-8372 Customer Service www.maaco.com 1000 Sylvan Ave. www.mastercard.us Macy’s Englewood Cliffs, NJ 07632 Mattel, Inc. Credit and Customer Services Toll free: 1-800-243-0000 Consumer Relations PO Box 8113 www.lg.com 333 Continental Blvd. Mason, OH 45040 El Segundo, CA 90245 Liberty Mutual Insurance Group Toll free: 1-877-876-2297 Toll free: 1-800-524-8697 Customer Service Toll free: 1-888-257 6757 (Credit) TTY: 1-800-382-7470 100 Liberty Way www.macys.com Dover, NH 03820 : [email protected] Magnavox Toll free: 1-888-398-8924 (Auto and www.mattel.com

Toll free: 1-800-605-8610 (TV, DVD CORPORATE CONSUMER CONTACTS Home Insurance) Maybelline, Inc. Player, Blu-ray Disc Player) Toll free: 1-800-225-2467 (Claim Status) Customer Care Toll free: 1-800-705-2000 (All other Toll free: 1-800-451-7065 (Life Insurance) PO Box 1010 products) www.libertymutual.com Clark, NJ 07066 www.magnavox.com Life Time Fitness Toll free: 1-800-944-0730 2902 Corporate Pl. www.maybelline.com Chanhassen, MN 55317 Mayflower Transit, LLC Marc Jacobs 408-765-8080 One Mayflower Dr. Toll free: 1-877-707-6272 Toll free: 1-855-430-5433 Fenton, MO 63026 : [email protected] www.lifetimefitness.com Toll free: 1-800-241-1321 www.marcjacobs.com Little Tikes Toll free: 1-800-325-9970 Marriott International, Inc. Consumer Services www.mayflower.com Guest Services 2180 Barlow Rd. Maytag 910 W. Legacy Center Way, Suite 100 Hudson, OH 44236 Customer Service Midvale, UT 84047 Toll free: 1-800-321-0183 553 Benson Rd. Toll free: 1-800-721-7033 www.littletikes.com Benton Harbor, MI 49022 www.marriott.com L.L. Bean, Inc. Toll free: 1-800-344-1274 Mars, Incorporated Dept. CFM www.maytag.com 800 High St. Freeport, ME 04033 McCain Foods USA, Inc. Hackettstown, NJ 07840 207-552-3028 2275 Cabot Dr. www.mars.com Toll free: 1-800-441-5713 Lisle, IL 60532 TTY: 1-800-545-0090 Marshalls, Inc. Toll free: 1-800-938-7799 www.llbean.com See: TJX Companies, Inc. : [email protected] Toll free: 1-888-627-7425 L’Oréal USA www.mccainusa.com www.marshallsonline.com Consumer Relations McCormick & Company, Inc. 575 Fifth Ave. Mary Kay, Inc. 211 Schilling Circle New York, NY 10017 PO Box 799045 Hunt Valley, MD 21031 212-818-1500 Dallas, TX 75379 Toll free: 1-800-632-5847 Toll free: 1-800-322-2036 Toll free: 1-800-627-9529 : [email protected] www.lorealusa.com www.marykay.com www.mccormick.com Lowe’s Massachusetts Mutual Insurance McDonald’s Corporation Customer Care Company (Mass Mutual) 2111 McDonald’s Dr. PO Box 1111 Customer Relations Oak Brook, IL 60523 North Wilkesboro, NC 28656 1295 State St. Toll free: 1-800-244-6227 Toll free: 1-800-445-6937 Springfield, MA 01111 www.mcdonalds.com Toll free: 1-800-272-2216 (Annuities, : [email protected] McKee Foods Corporation Disability Income, and Life Insurance) www.lowes.com Consumer Services Toll free: 1-888-505-8952 (Long Term Lyft, Inc. PO Box 750 Insurance) 2300 Harrison St. Collegedale, TN 37315 www.massmutual.com San Francisco, CA 94110 Toll free: 1-800-522-4499 415-206-1570 www.mckeefoods.com www.lyft.com

82 SOCAP International Member Consumer Action Handbook 83 CORPORATE CONSUMER CONTACTS

Mead Johnson Michelin North America, Inc. Motel 6 2701 Patriot Blvd., 4th Floor Consumer Care Guest Relations Glenview, IL 60026 PO Box 19001 PO Box 326 Toll free: 1-800-222-9123 Greenville, SC 29602-9001 Worthington, OH 43085 www.meadjohnson.com Toll free: 1-866-866-6605 Toll free: 1-800-557-3435 Megabus www.michelinman.com : [email protected] www.motel6.com 349 First St. Micro Center Elizabeth, NJ 07206 Customer Service Motorola, Inc. Toll free: 1-877-462-6342 4119 Leap Rd. 222 W. Merchandise Mart Plaza, Suite www.megabus.com Hilliard, OH 43026 1800 Meijer, Inc. 614-850-3675 Chicago, IL 60654 2929 Walker Ave., NW www.microcenter.com Toll free: 1-800-734-5870 TTY: 1-888-390-6456 Grand Rapids, MI 49544 Microsoft Corporation www.motorola.com Toll free: 1-877-363-4537 Customer Service www.meijer.com One Microsoft Way Mott’s LLP Meineke Car Care Centers, Inc. Redmond, WA 98052 Consumer Relations Toll free: 1-800-447-3070 425-882-8080 PO Box 869077 www.meineke.com Toll free: 1-800-642-7676 Plano, TX 75086-9077 Toll free: 1-800-426-4891 Men’s Warehouse TTY: 1-800-892-5234 www.motts.com Customer Relations- Department C105 www.microsoft.com 6380 Rogerdale Rd. Midas, Inc. Mutual of Omaha Insurance Houston, TX 77072 Consumer Relations Company Toll free: 1-800-851-6744 823 Donald Ross Rd. Customer Service www.menswarehouse.com Juno Beach, FL 33408 3300 Mutual of Omaha Plaza Omaha, NE 68175 Merrill Lynch Company, Inc. Toll free: 1-800-621-8545 Toll free: 1-866-293-8529 4 World Financial Center www.midas.com Toll free: 1-800-775-1000 (Claims) 250 Vesey St. MillerCoors www.mutualofomaha.com New York, NY 10080 Consumer Affairs 250 S. Wacker Dr. Toll free: 1-800-637-7455 N TTY: 1-866-657-3323 Chicago, IL 60606 : [email protected] Toll free: 1-800-645-5376 National Car Rental System, Inc. www.ml.com www.millercoors.com See: Enterprise Rent-a-Car Merry Maids Mitsubishi Electric Visual Solutions Toll free: 1-844-393-9989 PO Box 751017 America, Inc. TTY: 1-800-328-6323 Memphis, TN 38175-1017 Consumer Relations www.nationalcar.com Toll free: 1-800-798-8000 10833 Valley View St., Suite 300 Nationstar Mortgage, LLC www.merrymaids.com Cypress, CA 90630 Customer Relations MetLife, Inc. Toll free: 1-800-332-2119 PO Box 619098 200 Park Ave. www.mitsubishi-tv.com Dallas, TX 75261 New York, NY 10166 Molson Coors Toll free: 1-888-480-2432 Toll free: 1-800-638-5000 (LIfe Consumer Information Center www.nationstarmtg.com Insurance) 1801 California St., Suite 4600 Nationwide Mutual Insurance Toll free: 1-800-422-4272 (Auto and Denver, CO 80202 Company Home Insurance) Toll free: 1-800-645-5376 Customer Advocacy Toll free: 1-800-308-0179 (Long Term www.molsoncoors.com One Nationwide Plaza insurance) Mondelez International Columbus, OH 43215 www.metlife.com 100 Deforest Ave. Toll free: 1-800-882-2822 (Customer Michael Kors East Hanover, NJ 07936 advocacy) 11 W. 42 St. Toll free: 1-855-535-5648 Toll free: 1-877-848-6331 (Claims) New York, NY 10036 www.mondelezinternational.com www.nationwide.com Toll free: 1-866-709-5677 Morgan Stanley Nautica Enterprises, Inc. TTY: 1-855-889-5677 Client Advocate Consumer Relations : [email protected] PO Box 95002 500 Nautica Way www.michaelkors.com South Jordan, UT 84095 Martinsville, VA 24112 Toll free: 1-866-227-2256 Toll free: 1-866-376-4184 : clientadvocate@morganstanley. : Nautica_Consumer_Relations@ com VFC.com www.morganstanley.com www.nautica.com

84 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 85 CORPORATE CONSUMER CONTACTS

The Neiman-Marcus Group, Inc. Nike, Inc. Novartis Pharmaceuticals Customer Care Consumer Services Corporation PO Box 650589 One Bowerman Dr. Customer Interaction Center Dallas, TX 75265 Beaverton, OR 97005 One Health Plaza Toll free: 1-888-888-4757 Toll free: 1-800-806-6453 East Hanover, NJ 07936 : neimanmarcus@customercare. www.nike.com Toll free: 1-888-669-6682 neimanmarcus.com Nine West Holdings, Inc. www.pharma.us.novartis.com www.neimanmarcus.com Customer Service Nutrisystem, Inc. Nestlé Purina PetCare Company 1411 Broadway, 22nd Floor Customer Service Consumer Affairs New York, NY 10018 600 Office Center Dr. PO Box 2530 Toll free: 1-800-999-1877 Fort Washington, PA 19034 Largo, FL 33779 : [email protected] Toll free: 1-800-585-5483 Toll free: 1-800-778-7462 www.ninewest.com : [email protected] www.purina.com Nintendo www.nutrisystem.com Nestlé USA 4600 150th Ave. NE O Office of Consumer Services Redmond, WA 98052 800 N. Brand Blvd. Toll free: 1-800-255-3700 CORPORATE CONSUMER CONTACTS www.nintendo.com Ocean Spray Cranberries, Inc. Glendale, CA 91203 Consumer Affairs Toll free: 1-800-225-2270 Nordstrom, Inc. One Ocean Spray Dr.  : nestleconsumerservice@ Customer Service Lakeville-Middleboro, MA 02349 casupport.com 1600 7th Ave., Suite 2600 Toll free: 1-800-662-3263 www.nestleusa.com Seattle, WA 98101 www.oceanspray.com Nestlé Waters North America, Inc. Toll free: 1-888-282-6060 www.nordstrom.com Ocwen Loan Servicing, LLC 900 Long Ridge Rd., Building 2 PO Box 24736 Stamford, CT 06902 North American Van Lines West Palm Beach, FL 33416-4736 Toll free: 1-888-747-7437 Customer Service Toll free: 1-800-746-2936 www.nestle-watersna.com PO Box 988 www.ocwencustomers.com Netflix Ft. Wayne, IN 46801-0988 Toll free: 1-800-348-2111 Office Depot, Inc. Customer Service 6600 N. Military Trail 100 Winchester Circle : [email protected] www.northamerican.com Delray Beach, FL 33496 Los Gatos, CA 95032 Toll free: 1-800-463-3768 Toll free: 1-866-579-7172 The North Face, Inc. www.officedepot.com www.netflix.com Customer Service Old Navy Neutrogena Corporation 2701 Harbor Bay Pkwy. Alameda, CA 94502 Customer Service Consumer Affairs 200 Old Navy Ln. 199 Grandview Rd. Toll free: 1-888-863-1968 Toll free: 1-855-500-8639 (Warranties) Grove City, OH 43123 Skillman, NJ 08558 Toll free: 1-800-653-6289 Toll free: 1-800-582-4048 : [email protected] www.thenorthface.com TTY: 1-800-449-4253 www.neutrogena.com : [email protected] New York & Company Northwestern Mutual Life Insurance www.oldnavy.com Customer Service Company 720 E. Wisconsin Ave. Olive Garden 330 W. 34 St. See: Darden Restaurants Milwaukee, WI 53202 New York, NY 10001 Toll free: 1-800-331-2729 Toll free: 1-866-950-4644 Toll free: 1-800-324-1952 www.olivegarden.com Toll free: 1-800-961-9906 www.northwesternmutual.com : [email protected] Norwegian Cruise Lines Omni Hotels & Resorts Guest Relations www.nyandcompany.com Guest Relations 4001 Maple Ave. 7665 Corporate Center Dr. New York Life Insurance Company Dallas, TX 75219 Miami, FL 33126 51 Madison Ave. Toll free: 1-800-809-6664 Toll free: 1-866-625-1164 New York, NY 10010 www.omnihotels.com Toll free: 1-800-225-5695 Toll free: 1-866-584-9756 (Special Needs) www.newyorklife.com www.ncl.com 1-800-FLOWERS Customer Service Newell Rubbermaid, Inc. One Old Country Rd., Suite 500 Consumer Care Carle Place, NY 11514 4110 Premier Dr. Toll free: 1-800-716-4851 High Point, NC 27265 www.1800flowers.com Toll free: 1-888-895-2110 www.rubbermaid.com

84 SOCAP International Member Consumer Action Handbook 85 CORPORATE CONSUMER CONTACTS

Orbitz, LLC www.paypal.com Pfizer, Inc. Customer Service PearleVision Customer Service 500 W. Madison St., Suite 1000 Customer Services 235 E. 42 St. Chicago, IL 60661 4000 Luxottica Pl. New York, NY 10017 Toll free: 1-844-663-2266 Mason, OH 45040 212-733-2323 (Corporate) www.orbitz.com Toll free: 1-800-937-3937 Toll free: 1-800-879-3477 www.pfizer.com Oster www.pearlevision.com See: Jarden Consumer Solutions, Inc. Pella Corp. Pharmavite Corporation Toll free: 1-800-334-0759 Customer Service Consumer Affairs www.oster.com 102 Main St. PO Box 9606 Mission Hills, CA 91346-9606 Outback Steakhouse Pella, IA 50219 818-221-6200 2202 N. West Shore Blvd., 5th Floor Toll free: 1-877-473-5527 Toll free: 1-800-276-2878 (Nature Made) Tampa, FL 33607 www.pella.com Toll free: 1-888-676-9569 (Soy Joy) 813-282-1225 Pep Boys Auto www.pharmavite.com : [email protected] Customer Service www.outback.com 3111 W. Allegheny Ave. Philips Consumer Electronics Overstock.com Philadelphia, PA 19132 North America Customer Service Toll free: 1-800-737-2697 Customer Service 6350 S. 3000, E : [email protected] 3000 Minuteman Rd. Salt Lake City, UT 84121 www.pepboys.com Andover, MA 01810 Toll free: 1-866-309-5962 (Televisions) 801-559-3816 Pepperidge Farm, Inc. Toll free: 1-800-635-6156 (Life Line) Toll free: 1-800-843-2446 See: Campbell Soup Company www.usa.philips.com : [email protected] Toll free: 1-888-737-7374 www.overstock.com www.pepperidgefarm.com Pier 1 Imports Customer Service PepsiCo, Inc. 100 Pier 1 Pl. P 700 Anderson Hill Rd. Ft. Worth, TX 76102 Purchase, NY 10577 P.F. Chang’s China Bistro, Inc. Toll free: 1-800-245-4595 Toll free: 1-800-433-2652 7676 E. Pinnacle Peak Rd. : [email protected] www.pepsico.com Scottsdale, AZ 85255 www.pier1.com Perdue Farms, Inc. Toll free: 1-866-732-4264 Pinnacle Foods Consumer Relations www.pfchangs.com Consumer Relations PO Box 788 Panasonic Corporation of North PO Box 971 Kings Mountain, NC 28086 America Miami, FL 33152 Toll free: 1-800-473-7383 Customer Experience Toll free: 1-800-432-3102 www.perdue.com 661 Independence Pkwy. www.pinnaclefoods.com Perrigo Chesapeake, VA 23320 Pioneer Electronics Service, Inc. 515 Eastern Ave. Toll free: 1-800-211-7262 Customer Service Allegan, MI 49010 Toll free: 1-800-405-0652 (Online Store) 1925 E. Dominguez St. Toll free: 1-866-703-4222 (Vitamins) : panasonicwebcasesf@ Long Beach, CA 90810 Toll free: 1-800-719-9260 (Over the us.panasonic.com Toll free: 1-800-228-7221 Counter) www.panasonic.com www.pioneerelectronics.com Toll free: 1-866-634-9120 (Prescription Panera Bread Drugs) Pirelli Tire Corporation Customer Service Toll free: 1-800-272-5095 (Infant products) 100 Pirelli Dr. 3630 S. Geyer Rd. Toll free: 1-800-224-7387 (Animal products) Rome, GA 30161 St. Louis, MO 63127 www.perrigo.com Toll free: 1-800-747-3554 Toll free: 1-855-372-6372 www.us.pirelli.com www.panerabread.com Petco 10850 Via Frontera Pizza Hut Papa John’s International, Inc. San Diego, CA 92127 7100 Corporate Dr. Customer Care Toll free: 1-877-738-6742 Plano, TX 75024 PO Box 99900 www.petco.com 972-338-7700 Louisville, KY 40269-9990 Toll free: 1-800-948-8488 PetSmart, Inc. Toll free: 1-877-547-7272 www.pizzahut.com www.papajohns.com Customer Service 19601 N. 27th Ave. PayPal.com Phoenix, AZ 85027 2211 N. First St. Toll free: 1-888-839-9638 San Jose, CA 95131 : [email protected] Toll free: 1-888-221-1161 www.petsmart.com

86 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 87 CORPORATE CONSUMER CONTACTS

Planet Fitness Primerica PVH Corporation Member Services Client Service Customer Services 26 Fox Run Rd. 1 Primerica Pkwy. 1001 Frontier Rd., Mail Stop 44 Newington, NH 03801 Duluth, GA 30099 Bridgewater, NJ 08807 Toll free: 1-844-880-7180 Toll free: 1-800-257-4725 (Life Insurance) Toll free: 1-800-388-9122 (Van Heusen) www.planetfitness.com Toll free: 1-800-544-5445 (Investments) Toll free: 1-800-866-7292 (Izod) Playskool : [email protected] Toll free: 1-866-214-6694 (Calvin Klein) See: Hasbro, Inc. www.primerica.com Toll free: 1-800-866-6922 (Tommy Toll free: 1-800-752-9755 Princess Cruise Lines Hilfiger) www.hasbro.com/en-us/brands/ Customer Relations www.pvh.com playskool 24305 Town Center Dr. Q Playstation Santa Clarita, CA 91355 See: Sony Corporation of America Toll free: 1-800-774-6237 : customerrelations@ The Quaker Oats Company Toll free: 1-800-345-7669 PO Box 049003 princesscruises.com www.playstation.com Chicago, IL 60604-9003 www.princess.com Playtex Products, Inc. Toll free: 1-800-367-6287 CORPORATE CONSUMER CONTACTS Consumer Affairs The Procter & Gamble Company www.quakeroats.com 5901 West Side Ave., Suite 400 Consumer Relations PO Box 599 Quizno’s North Bergen, NJ 07047 7595 Technology Way, Suite 200 Cincinnati, OH 45202 Toll free: 1-888-310-4290 Denver, CO 80237 513-983-1100 www.playtexproducts.com 720-359-3300 (Headquarters) Toll free: (phone numbers appear on PNC Bank Toll free: 1-866-486-2783 labels) 249 5th Ave., One PNC Plaza www.quiznos.com www.us.pg.com Pittsburgh, PA 15222 The Progressive Corporation QVC, Inc. Toll free: 1-888-762-2265 (Bank Customer Service Customer Service Accounts) 1200 Wilson Dr. at Studio Park 6300 Wilson Mills Rd. Toll free: 1-800-558-8472 (Credit cards) West Chester, PA 19380 Mayfield Village, OH 44143 TTY: 1-800-531-1648 Toll free: 1-888-345-5788 Toll free: 1-800-776-4737 www.pnc.com TTY: 800-544-3316 www.progressive.com Popeyes Louisiana Kitchen www.qvc.com Guest Hospitality Prudential Financial, Inc. 400 Perimeter Center Terrace, Suite 1000 One Corporate Dr. R Atlanta, GA 30346 Shelton, CT 06484 Toll free: 1-877-767-3937 Toll free: 1-800-778-2255 (Insurance) Radisson Hotels www.popeyes.com Toll free: 1-888-778-2888 (Annuities) Customer Care Toll free: 1-800-732-0416 (Long term Post Holdings, Inc. 11340 Blondo St., Suite 100 care) Consumer Affairs Omaha, NE 68164 TTY: 1-800-778-8633 20802 Kensington Blvd Toll free: 1-888-288-8889 www.prudential.com Lakeville, MN 55044 www.radisson.com Toll free: 1-800-431-7678 Public Storage Ralph Lauren Corporation www.postfoods.com Customer Service Customer Assistance PO Box 25050 Prestige Brands 625 Madison Ave. Glendale, CA 91221-5050 Consumer Affairs New York, NY 10022 Toll free: 1-800-567-0759 660 White Plains Rd., Suite 205 Toll free: 1-888-475-7674 www.publicstorage.com Tarrytown, NY 10591 : CustomerAssistance@ www.prestigebrandsinc.com Publishers Clearing House RalphLauren.com Consumer Affairs www.ralphlauren.com Price Chopper Supermarkets 101 Winners Circle Consumer Services Ramada Inn Port Washington, NY 11050 461 Nott St. See: Wyndham Hotel Group Toll free: 1-800-459-4724 Schenectady, NY 12308 Toll free: 1-800-828-6644 : [email protected] (Sweepstakes Toll free: 1-800-666-7667 www.ramada.com scams using PCH name) www.pricechopper.com Rayovac Corporation www.pch.com Priceline.com, LLC Consumer Services Publix Super Markets 800 Connecticut Ave. PO Box 620992 Customer Care Norwalk, CT 06854 Middleton, WI 53562-0992 PO Box 407 Toll free: 1-877-477-5807 Toll free: 1-800-237-7000 Lakeland, FL 33802-0407 www.priceline.com www.rayovac.com Toll free: 1-800-242-1227 www.publix.com 86 SOCAP International Member Consumer Action Handbook 87 CORPORATE CONSUMER CONTACTS

Reckitt Benckiser Group PLC Rite Aid Corporation Sargento Foods, Inc. Consumer Relations Customer Support Consumer Affairs PO Box 224 30 Hunter Ln. One Persnickety Place Parsippany, NJ 07054-0224 Camp Hill, PA 17011 Plymouth, WI 53073 Toll free: 1-800-228-4722 717-761-2633 Toll free: 1-800-243-3737 www.rb.com Toll free: 1-800-748-3243 www.sargento.com www.riteaid.com Red Lobster SC Johnson and Son, Inc. Guest Relations Roku, Inc. 1525 Howe St. PO Box 4969 150 Winchester Circle Racine, WI 53403 Orlando, FL 32801-4969 Los Gatos, CA 95032 Toll free: 1-800-558-5252 Toll free: 1-800-562-7837 Toll free: 1-888-600-7658 www.scjohnson.com : [email protected] www.redlobster.com The Schwan Food Company www.roku.com Red Robin Gourmet Burgers Customer Service 6312 S. Fiddler’s Green Circle Royal Caribbean Cruises Ltd. 115 W. College Dr. Suite 200 N Corporate Guest Relations Marshall, MN 56258 Greenwood Village, CO 80111 1050 Caribbean Way Toll free: 1-800-533-5290 Toll free: 1-877-733-6543 Miami, FL 33132 www.theschwanfoodcompany.com Toll free: 1-800-256-6649 TTY: 1-866-251-3752 The Scotts Company www.royalcaribbean.com www.redrobin.com Help Center Reebok, Inc. 14111 Scottslawn Rd. S See: Adidas America, Inc. Marysville, OH 43041 Toll free: 1-866-870-1743 SafeAuto Insurance Toll free: 1-888-270-3714 www.reebok.com Customer Service www.scotts.com Regent Seven Seas Cruises PO Box 182109 Seabourn Cruise Line 7665 Corporate Center Dr. Columbus, OH 43218-2109 Guest Relations Miami, FL 33126 Toll free: 1-800-723-3288 300 Elliott Ave. W Toll free: 1-844-473-4368 : [email protected] Seattle, WA 98119 www.rssc.com www.safeauto.com Toll free: 1-866-755-5619 Remington Products Company Safeway, Inc. : [email protected] Consumer Services Customer Service Center www.seabourn.com PO Box 1 MS 10501 PO Box 29093 Sealy Corporation DeForest, WI 53532 Phoenix, AZ 85038 Consumer Support Toll free: 1-800-392-6544 Toll free: 1-877-723-3929 One Office Parkway at Sealy Dr. : contactus@remingtonproducts. www.safeway.com Trinity, NC 27370 com Saks Fifth Avenue Toll free: 1-800-697-3259 www.remington-products.com Customer Relations : [email protected] Rent-A-Center PO Box 10327 www.sealy.com Customer Care Jackson, MS 39289 Sears 5501 Headquarters Dr. Toll free: 1-877-551-7257 Executive Customer Relations Plano, TX 75024 : servi [email protected] 3333 Beverly Rd. Toll free: 1-800-422-8186 www.saks.com Hoffman Estates, IL 60179 www.rentacenter.com Sam’s Club 847-286-2500 Residence Inn Member Service Toll free: 1-800-549-4505 (Retail) See: Marriott International, Inc. 2101 S.E. Simple Savings Dr. Toll free: 1-800-697-3277 (Online) www.residenceinn.com Bentonville, AR 72716-0745 www.sears.com Revlon, Inc. Toll free: 1-888-746-7726 Seneca Foods Corporation Consumer Affairs www.samsclub.com Consumer Affairs 1501 Williamsboro St. Samsung Electronics America 100 Gambee Rd. Oxford, NC 27565 Customer Service and Technical Geneva, NY 14456 Toll free: 1-800-473-8566 Support 315-926-8100 www.revlon.com 85 Challenger Rd. Toll free: 1-800-872-1110 : customer_service@senecafoods. Rich Products Ridgefield Park, NJ 07660 com Consumer Relations Toll free: 1-800-726-7864 www.senecafoods.com PO Box 20670 TTY: 1-888-899-7608 St. Simons Island, GA 31522 www.samsung.com Toll free: 1-888-732-7251 : [email protected]

88 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 89 CORPORATE CONSUMER CONTACTS

Serta, Inc. Sony Corporation of America State Farm Customer Service 11 Madison Ave. Customer Service Three Golf Center #392 New York, NY 10010 One State Farm Plaza Hoffman Estates, IL 60169 Toll free: 1-888-476-6972 Bloomington, IL 61710 Toll free: 1-888-557-3782 Toll free: 1-888-715-7669 309-766-2311 www.serta.com www.sony.com Toll free: 1-800-782-8332 7-Eleven, Inc Southwest Airlines www.statefarm.com Customer Relations Customer Relations Stop & Shop Supermarket PO Box 711 PO Box 36647-1CR Company, Inc. Dallas, TX 75221-0711 Dallas, TX 75235 Consumer Relations 972-828-7011 Toll free: 1-855-234-4654 1385 Hancock St. Toll free: 1-800-255-0711 Toll free: 1-800-435-9792 (Baggage) Quincy, MA 02169 www.7-Eleven.com TTY: 1-800-533-1305 Toll free: 1-800-767-7772 Sharp Electronics Corporation www.southwest.com www.stopandshop.com Customer Service Spirit Airlines StubHub, Inc. One Sharp Plaza 2800 Executive Way 199 Fremont St., Floor 4

Mahwah, NJ 07495 Miramar, FL 33025 San Francisco, CA 94105 CORPORATE CONSUMER CONTACTS Toll free: 1-800-237-4277 801-401-2220 Toll free: 1-866-788-2482 www.sharpusa.com : [email protected] www.stubhub.com Sheraton Hotels www.spiritair.com Subway See: Starwood Hotels & Resorts Sprint 325 Sub Way Worldwide, Inc. KSOPHT0101-Z4300 Milford, CT 06461 Toll free: 1-800-325-3535 6391 Sprint Pkwy. Toll free: 1-800-888-4848 www.sheraton.com Overland Park, KS 66251-4300 www.subway.com Shiseido Toll free: 1-888-211-4727 (Mobile Suntrust 900 Third Ave., 15th Floor Phones) PO Box 85024 New York, NY 10022 Toll free: 1-877-877-8748 (Wireline Richmond, VA 23285-5024 Toll free: 1-866-758-5966 Service) Toll free: 1-800-786-8787 : [email protected] Toll free: 1-855-639-4644 (Prepaid TTY: 1-800-854-8965 www.shiseido.com Service) www.suntrust.com www.sprint.com Simmons Bedding Company Consumer Services Stanley Black & Decker, Inc. T One Concourse Pkwy., Suite 800 1000 Stanley Dr. Atlanta, GA 30328 New Britain, CT 06053 T-Mobile Wireless Toll free: 1-877-399-9397 860-225-5111 Customer Relations : [email protected] www.stanleyblackanddecker.com PO Box 37380 www.simmons.com Staples, Inc. Albuquerque, NM 87176-7380 Toll free: 1-877-453-1304 SlimFast Foods Company Consumer Affairs 500 Staples Dr. TTY: 1-877-296-1018 Toll free: 1-800-754-6327 www.tmobile.com www.slimfast.com Framingham, MA 01702 Toll free: 1-800-333-3330 Taco Bell Sling Television www.staples.com Customer Relations 9601 S. Meridian Blvd. Starbucks 1 Glen Bell Way Englewood, CO 80112 Irvine, CA 92618 Toll free: 1-888-309-0838 Customer Service PO Box 6363 Toll free: 1-800-822-6235 : [email protected] www.tacobell.com www.sling.com Dover, DE 19905-6363 Toll free: 1-800-782-7282 Talbot s Smithfield Foods www.starbucks.com Customer Service Department 200 Commerce St. One Talbots Dr. Smithfield, VA 23430 Starwood Hotels & Resorts Worldwide, Inc. Hingham, MA 02043 Toll free: 1-855-411-7675 781-741-4028 Customer Service : [email protected] Toll free: 1-800-992-9010 PO Box 6020 www.smithfield.com TTY: 1-800-624-9179 Lancaster, CA 93539-6020 Sonesta International Hotels : [email protected] Toll free: 1-800-328-6242 Corporation www.talbots.com : starwood.preferred.guest@ 255 Washington St. starwoodhotels.com Newton, MA 02458 www.starwoodhotels.com Toll free: 1-800-766-3782 www.sonesta.com

88 SOCAP International Member Consumer Action Handbook 89 CORPORATE CONSUMER CONTACTS

Ta rget Stores Thrivent Trane Guest Relations and Quality Assurance Member Relations Consumer Relations PO Box 9350 4321 N. Ballard Rd. PO Box 4400 Minneapolis, MN 55440 Appleton, WI 54919 Bridgeton, MO 63044 Toll free: 1-800-440-0680 Toll free: 1-800-847-4836 Toll free: 1-800-945-5884 TTY: 1-800-755-5852 www.thrivent.com www.trane.com : [email protected] TicketMaster TransUnion, LLC www.target.com Fan Support Consumer Solutions TD Ameritrade 1000 Corporate Landing PO Box 2000 Investor Services Charleston, WV 25311 Chester, PA 19016 PO Box 2209 Toll free: 1-800-653-8000 Toll free: 1-800-888-4213 (Obtain a Omaha, NE 68103-2209 www.ticketmaster.com Report) Toll free: 1-800-669-3900 Time Warner Cable Enterprises, Toll free: 1-800-916-8800 (Disputes) TTY: 1-888-723-8503 LLC Toll free: 1-800-680-7289 (Frauds) www.tdameritrade.com 60 Columbus Circle, 16th Floor www.transunion.com TD Bank, N.A. New York, NY 10023 Travelers Companies, Inc. Customer Service Toll free: 1-800-892-4357 Consumer Affairs PO Box 219 www.timewarnercable.com One Tower Square Lewiston, ME 04243-0219 TJ Ma x x Hartford, CT 06183 Toll free: 1-888-751-9000 See: TJX Companies, Inc. Toll free: 1-866-336-2077 (Customer www.tdbank.com Toll free: 1-800-926-6299 Advocacy) TEAC America, Inc. www.tjmaxx.com Toll free: 1-800-252-4633 (Claim Inquiry) www.travelers.com Customer Service TJX Companies, Inc. 1834 Gage Rd. 770 Cochituate Rd. Travelocity.com LP Montebello, CA 90640 Framingham, MA 01701 Customer Care 323-726-0303 508-390-1000 5400 LBJ Fwy., Suite 500 : [email protected] or dsvce@teac. www.tjx.com Dallas, TX 75240 com (Service and Repair) Toll free: 1-888-872-8356 www.teac.com The Toro Company www.travelocity.com Customer Care Teleflora 8111 Lyndale Ave., S Travelodge Customer Service Bloomington, MN 55420 See: Wyndham Hotel Group 11444 West Olympic Blvd. 4th Floor Toll free: 1-888-384-9939 Toll free: 1-800-835-2424 Los Angeles, CA 90064 www.toro.com www.travelodge.com Toll free: 1-800-493-5610 Travelzoo www.teleflora.com Toshiba America Digital Products Division 590 Madison Ave. TGI Friday’s 9740 Irvine Blvd. New York, NY 10022 Guest Relations Irvine, CA 92618 Toll free: 1-877-665-0000 4201 Marsh Ln. Toll free: 1-800-457-7777 (Computers) : [email protected] Carrollton, TX 75007 Toll free: 1-800-631-3811 (TVs) www.travelzoo.com Toll free: 1-800-374-3297 www.tacp.toshiba.com True Value Company : [email protected] Customer Service www.tgifridays.com Toys “R” Us Customer Relations 8600 W. Bryn Mawr Ave. 365 by Whole Foods Market Inc. One Geoffrey Way Chicago, IL 60631 See: Whole Foods Market Wayne, NJ 07470 Toll free: 1-800-897-3112 www.365bywfm.com 973-617-3500 www.truevalue.com 3M Toll free: 1-800-869-7787 TruGreen Lawn Care Customer Service : [email protected] 860 Ridge Lake Blvd. 3M Center www.toysrus.com Memphis, TN 38120 St. Paul, MN 55144 Trader Joe’s Toll free: 1-800-458-4186 Toll free: 1-800-364-3577 PO Box 5049 www.trugreen.com www.3m.com Monrovia, CA 91017 24 Hour Fitness Thrifty Car Rental 626-599-3817 Member Services Customer Service www.traderjoes.com PO Box 2689 PO Box 26120 Carlsbad, CA 92018 Oklahoma City, OK 73126 Toll free: 1-800-432-6348 Toll free: 1-800-334-1705 www.24hourfitness.com www.thrifty.com

90 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 91 CORPORATE CONSUMER CONTACTS

Twitter.com United Airlines Vera Bradley 1355 Market St., Suite 900 Customer Care Customer Service San Francisco, CA 94103 900 Grand Plaza Dr., NHCCR 11222 Stonebridge Rd. 415-222-9670 Houston, TX 77067 Roanoke, IN 46783 www.twitter.com Toll free: 1-800-864-8331 Toll free: 1-888-855-8372 Tyson Foods Toll free: 1-800-335-2247 (Baggage) : [email protected] Consumer Relations Toll free: 1-877-624-2660 (Post-travel www.verabradley.com Feedback) PO Box 2020, CP631 Verizon Communications, Inc. TTY: 1-800-323-0170 Springdale, AR 72765-2020 Residential Phone, Internet and TV www.united.com Toll free: 1-800-233-6332 PO Box 4846 : [email protected] United Healthcare Trenton, NJ 08650-4846 www.tyson.com www.uhc.com Toll free: 1-800-837-4966 United Parcel Service (UPS) TTY: 1-800-974-6006 U Customer Service www.verizon.com 55 Glenlake Pkwy., NE U-Haul International Verizon Wireless Atlanta, GA 30328 Correspondence Team

Customer Service CORPORATE CONSUMER CONTACTS Toll free: 1-800-742-5877 2727 N. Central Ave. PO Box 5029 TTY: 1-800-833-0056 Phoenix, AZ 85004 Wallingford, CT 06492 www.ups.com Toll free: 1-800-789-3638 TTY: 1-888-262-1999 www.uhaul.com United Van Lines, Inc. www.verizonwireless.com Claim Dept. Viking Cruises U.S. Cellular Toll free: 1-800-325-9970 (Claims) Customer Service Customer Service Toll free: 1-877-740-3040 8410 W. Bryn Mawr Ave. 5700 Canoga Ave. www.unitedvanlines.com Chicago, IL 60631-3486 Woodland Hills, CA 91367 Toll free: 1-888-944-9400 Uno Pizzeria & Grill Toll free: 1-855-338-4546 www.uscellular.com 100 Charles Park Rd. www.vikingcruises.com Boston, MA 02132 Virgin Atlantic Airways, Ltd. Uber 617-323-9200 1455 Market St. PO Box 570 : [email protected] San Francisco, CA 94103 Canton, MA 02021 www.unos.com Toll free: 1-800-353-8237 Toll free: 1-888-747-7474 www.uber.com US Bancorp : [email protected]. US Bancorp Center com Under Armour, Inc. 800 Nicollet Mall www.virgin-atlantic.com Customer Service Minneapolis, MN 55402 1020 Hull St., Suite 300 Virgin Mobile USA, LLP Toll free: 1-800-872-2657 Baltimore, MD 21230 Customer Care TTY: 1-800-685-5065 Toll free: 1-888-727-6687 PO Box 4600 www.usbank.com : customerservice@underarmour. Reston, VA 20195 com USAA Federal Savings Bank Toll free: 1-888-322-1122 www.underarmour.com 10750 McDermott Fwy. www.virginmobileusa.com San Antonio, TX 78288 Visa USA, Inc. Unilever 210-531-8722 Consumer Services (Contact your issuing bank first) Toll free: 1-800-531-8722 920 Sylvan Ave. PO Box 8999 www.usaa.com Englewood Cliffs, NJ 07632 San Francisco, CA 94128 Toll free: 1-800-847-2911 Toll free: 1-800-298-5018 V www.unilever.com : [email protected] www.visa.com Uniroyal Tires Vanguard Consumer Care Client Support Vizio PO Box 19001 PO Box 1110 39 Tesla Greenville, SC 29602-9001 Valley Forge , PA 19482-1110 Irvine, CA 92618 Toll free: 1-877-458-5878 Toll free: 1-877-662-7447 Toll free: 1-855-833-3221 www.uniroyal.com TTY: 1-800-749-7273 : [email protected] www.vanguard.com www.vizio.com Vonage Customer Care 23 Main St. Holmdel, NJ 07733 Toll free: 1-866-243-4357 www.vonage.com

90 SOCAP International Member Consumer Action Handbook 91 CORPORATE CONSUMER CONTACTS

The Vons Companies, Inc. Wells Fargo Company Wrangler See: Safeway, Inc. Customer Service Consumer Relations Toll free: 1-877-723-3929 PO Box 560948 PO Box 21488 www.vons.com Charlotte, NC 28256 Greensboro, NC 27420 Voya Toll free: 1-800-869-3557 Toll free: 1-888-784-8571 230 Park Ave. TTY: 1-800-877-4833 www.wrangler.com New York, NY 10169 www.wellsfargo.com Wyndham Hotel Group Toll free: 1-800-584-6001 (Retirement The Wendy’s Group Customer Service Plans) Customer Service 1910 8th Ave., NE Toll free: 1-877-886-5050 (Life One Dave Thomas Blvd. Aberdeen, SD 57401 Insurance) Dublin, OH 43017 Toll free: 1-800-347-7559 www.voya.com Toll free: 1-888-624-8140 www.wyndhamworldwide.com www.wendys.com W X Western Union Financial Services, W Hotels Inc. Xbox See: Starwood Hotels & Resorts Customer Advocate Department See: Microsoft Corporation Worldwide PO Box 6036 Toll free: 1-800-469-9269 Toll free: 1-877-946-8357 Englewood, CO 80112 TTY: 1-866-740-9269 www.whotels.com Toll free: 1-800-325-6000 www.xbox.com TTY: 1-800-877-8973 Wakefern Food Corp. : customeradvocatedept@ Y Customer Service westernunion.com PO Box 7812 www.westernunion.com Edison, NJ 08818 Yahoo! Online Customer Care 908-527-3300 Westin 701 First Ave. www.wakefern.com See: Starwood Hotels & Resorts Worldwide, Inc. Sunnyvale, CA 94089 Wal-Mart Stores, Inc. Toll free: 1-800-937-8461 408-349-5070 Customer Service www.westin.com www.yahoo.com 702 SW 8th St. Bentonville, AR 72716 Whirlpool Corporation Yokohama Tire USA Consumer Affairs Toll free: 1-800-925-6278 Customer Service 1 MacArthur Pl., Suite 800 Toll free: 1-800-966-6546 (Online Store) 553 Benson Rd. Santa Ana, CA 92707 www.walmart.com Benton Harbor, MI 49022 Toll free: 1-866-698-2538 Toll free: 1-800-722-9888 Walgreens www.whirlpool.com www.yokohamatire.com Consumer Relations 1419 Lake Cook Rd. Mail Stop #L390 Whitewave Foods YUM! Brands, Inc. Customer Relations Deerfield, IL 60015 Consumer Affairs 1900 Colonel Sanders Lane Toll free: 1-800-925-4733 1225 17th St., Suite 1000 Louisville, KY 40213 www.walgreens.com Denver, CO 80202 Toll free: 1-800-878-9762 502-874-8300 Wayfair, LLC Toll free: 1-888-820-9283 www.yum.com 4 Copley Pl., Floor 7 www.whitewave.com Boston , MA 02116 Z Toll free: 1-866-263-8325 Whole Foods Market, Inc. Customer Service www.wayfair.com Zappos.com 550 Bowie St. Customer Loyalty Wegmans Food Markets Austin, TX 78703 400 Stewart Ave. Consumer Affairs 512-477-4455 Las Vegas, NV 89101 1500 Brooks Ave. www.wholefoods.com PO Box 30844 Toll free: 1-800-927-7671 Rochester, NY 14603-0844 Williams-Sonoma, Inc. : [email protected] Toll free: 1-800-934-6267 Customer Service www.zappos.com 3250 Van Ness Ave. www.wegmans.com Zipcar San Francisco, CA 94109 35 Thomson Pl. Weight Watchers International Toll free: 1-877-812-6235 Boston, MA 02210 Corporate Affairs : customerservice@williams- Toll free: 1-866-494-7227 675 Sixth Ave., 6th Floor sonoma.com www.zipcar.com New York, NY 10010 www.williams-sonoma.com Toll free: 1-800-651-6000 www.weightwatchers.com

92 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. PB FEDERAL AGENCIES

The CPSC protects the public from unreasonable risks of Contact Federal Agencies serious injury or death from thousands of types of consumer Many federal agencies have enforcement and/or products, including products that pose a fire, electrical, complaint-handling duties for products and services chemical, or mechanical hazard or can injure children. used by the general public. Others act for the benefit Department of Agriculture (USDA) of the public, but do not resolve individual consumer problems. Agencies also create printed publications, Center for Nutrition Policy and Promotion (CNPP) and websites that may be helpful when making purchase 3101 Park Center Dr., 10th Floor decisions or dealing with consumer problems. Some Alexandria, VA 22302 agencies provide timely information to citizens through 703-305-7600 profile pages and videos on social media outlets, blogs, Toll free: 1-888-779-7264 text messages, and news feeds. Call toll free 1-844-872- www.cnpp.usda.gov 4681 to get help determining the right agency to contact. www.choosemyplate.gov (Dietary Guidelines) www.supertracker.usda.gov (Food and exercise tracker) The CNPP develops and promotes dietary guidance to Commission on Civil Rights improve the health and well-being of consumers. Food and Nutrition Service (FNS) Public Affairs Unit 3101 Park Center Dr. 1331 Pennsylvania Ave., NW Alexandria, VA 22302 Suite 1150 703-305-2062 Washington, DC 20425 www.fns.usda.gov 202-376-7700 FNS provides children and low-income people access to 202-376-8128 (Publications) food, a healthful diet, and nutrition education. The agency Toll free: 1-800-552-6843 (Complaint Referrals) manages several programs, including Supplemental TTY: 1-800-877-8339 (Complaint Referral) Nutrition Assistance Program (SNAP), school meals, and : [email protected] Women, Infants and Children (WIC). www.usccr.gov Meat and Poultry Hotline The U.S. Commission on Civil Rights is an independent, Food Safety and Inspection Service bipartisan agency that monitors federal civil rights 1400 Independence Ave., SW FEDERAL AGENCIES enforcement. The agency’s complaint referral services Washington, DC 20250 puts you in contact with an office that can help you file a Toll free: 1-888-674-6854 (10:00 am - 4:00 pm, ET) discrimination complaint. : [email protected] Consumer Financial Protection Bureau (CFPB) www.fsis.usda.gov This hotline answers questions about the safe storage, PO Box 4503 handling, and preparation of meat, poultry, and egg products Iowa City, IA 52244 to help you prevent foodborne illness. Toll free: 1-855-411-2372 (M-F, 8:00 am - 8:00 pm, ET) National Institute of Food and Agriculture (NIFA) TTY: 1-855-729-2372 1400 Independence Ave., SW www.consumerfinance.gov Mail Stop 2201 The CFPB ensures that financial products and services work Washington, DC 20250 for consumers. The Bureau provides educational materials www.nifa.usda.gov and accepts complaints. It supervise banks, lenders, credit www.nifa.usda.gov/partners-and-extension-map unions, credit reporting agencies, debt collection companies, (Find local Extension offices) and credit and debt repair services. CFPB also makes loan www.extension.org (Information from extension disclosures clearer so consumers can understand their educators) rights and responsibilities. NIFA shares research-based information on health, nutrition, Consumer Product Safety Commission (CPSC) and personal finance topics through a network of county extension offices. The educators in extension offices 4330 East West Hwy. conduct workshops, create, and distribute publications. Bethesda, MD 20814 Check the county government listings in your local telephone 301-504-7923 directory to find your local Cooperative Extension office. Toll free: 1-800-638-2772 (8:00 am - 5:30 pm, ET) TTY: 301-595-7054 www.cpsc.gov www.recalls.gov (Government recalls) www.saferproducts.gov (Report incidents, injuries or safety concerns) www.cpsc.gov/es/SeguridadConsumidor (in Spanish)

PB 1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 93 FEDERAL AGENCIES

Office of Career, Technical, and Adult Education Department of Commerce (DOC) (OCTAE) 400 Maryland Ave., SW Seafood Inspection Program Washington, DC 20202 National Oceanic and Atmospheric Administration (NOAA) 202-245-7700 1315 East West Hwy. Toll free: 1-800-872-5327 (Multiple languages) Silver Spring, MD 20910 : [email protected] 301-427-8300 www2.ed.gov/octae Toll free: 1-800-422-2750 OCTAE administers and coordinates programs that are : [email protected] related to adult education and literacy, career and technical www.seafood.nmfs.noaa.gov education, and community colleges. www.fishwatch.gov (Choose seafood) The Seafood Inspection Program offers consumer tips on Office of Postsecondary Education (OPE) purchasing, storing, and preparing fish and shellfish. 400 Maryland Ave., SW Washington, DC 20202 United States Patent and Trademark Office (USPTO) 202-453-6914 PO Box 1450 www2.ed.gov/ope Alexandria, VA 22313-1450 www.ed.gov/accreditation (Searchable Accreditation Toll free: 1-800-786-9199 (M-F, 8:30 am - 8:00 pm, ET) Database) TTY: 1-800-877-8339 OPE develops programs to increase access to postsecondary : [email protected] education. This office works with state accreditation www.uspto.gov agencies to recognize institutions of higher learning that The USPTO grants patents for intellectual property and provide quality education, and provides a searchable trademarks for brand names symbols, protecting the rights of database of accredited postsecondary institutions and inventors and designers. programs. Department of Education (ED) Office of Special Education and Rehabilitative Services (OSERS) The Education Publications Center (EDPUBS) 400 Maryland Ave., SW PO Box 22207 Washington, DC 20202 Alexandria, VA 22304 202-245-7468 Toll free: 1-877-433-7827 (9:00 am - 6:00 pm, ET, English and www2.ed.gov/osers Spanish) OSERS provides resources to parents and individuals, school TTY: 1-877-576-7734 districts and states in three main areas: special education, : [email protected] vocational rehabilitation, and research. www.edpubs.gov EDPUBS offers free publications and resources from the Department of Energy (DOE) U.S. Department of Education. Energy Efficiency and Renewable Energy (EERE) Federal Student Aid Information Center Office of the Assistant Secretary PO Box 84 Department of Energy Washington, DC 20044 Mail Stop EE-1 334-523-2691 Washington, DC 20585 Toll free: 1-800-433-3243 (English and Spanish) 202-586-9220 TTY: 1-800-730-8913 (English and Spanish) energy.gov/eere/office-energy-efficiency-renewable- www.studentaid.ed.gov energy www.fafsa.ed.gov (Free Application for Federal Student energy.gov/energysaver/energy-saver (Energy Saver) Aid) EERE provides tips and information on products, services, Federal Student Aid provides grants, work-study, and federal rebates, and tax credits to save money and energy. loans for students attending career schools, colleges, and universities. The agency also oversees the Free Application Department of Health and Human Services for Federal Student Aid (FAFSA). (HHS) Office for Civil Rights (OCR) 400 Maryland Ave., SW Centers for Disease Control and Prevention (CDC) Washington, DC 20202-1100 1600 Clifton Rd. 202-245-6100 Atlanta, GA 30329-4027 Toll free: 1-800-421-3481 Toll free: 1-800-232-4636 (8:00 am - 8:00 pm, ET, in English and TTY: 1-800-877-8339 Spanish) : [email protected] TTY: 1-888-232-6348 www.ed.gov/ocr www.cdc.gov The OCR ensures equal access to education and resolves www.cdc.gov/spanish (in Spanish) complaints of discrimination.

94 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 95 FEDERAL AGENCIES

www.cdc.gov/std (Sexually transmitted diseases OCR helps to protect you from discrimination in certain resources) healthcare and social service programs as well as protects www.cdc.gov/std/Spanish (Sexually transmitted the privacy of your health information. diseases resources, in Spanish) Substance Abuse and Mental Health Services www.cdc.gov/hiv (HIV and AIDs research and resources) Administration (SAMHSA) www.cdc.gov/hiv/spanish (HIV and AIDs research and 5600 Fishers Lane resources, in Spanish) Rockville, MD 20857 CDC protects the country from health, safety, and security Toll free: 1-877-726-4727 threats. The CDC also promotes healthy behaviors and Toll free: 1-800-273-8255 (Suicide Prevention) communities. This agency also conducts research and TTY: 1-800-487-4889 provides resources for people that live with HIV, AIDs, and TTY: 1-800-799-4889 (Suicide Prevention Lifeline) sexually transmitted diseases. www.samhsa.gov Health Resources and Services Administration SAMHSA helps people that live with mental illness or are (HRSA) dealing with substance abuse. The agency works to connect 5600 Fishers Ln. mental health professionals and treatment centers with Rockville, MD 20857 people that need their services through a referral hotline and www.hrsa.gov an online treatment center locator. findahealthcenter.hrsa.gov (Find a local health center) Vaccines.gov HRSA improves access to health care services for people www.vaccines.gov that are geographically isolated, uninsured, or medically Vaccines.gov provides information about vaccines, vulnerable. vaccinations, and immunizations through each stage of life. HHS-TIPS Fraud Hotline Office of Inspector General Administration for Children & Families (ACF) Attn: OIG Hotline Operations 330 C St., SW PO Box 23489 Washington, DC 20201 Washington, DC 20026 www.acf.hhs.gov Toll free: 1-800-447-8477 The ACF funds state, territory, local, and tribal organizations TTY: 1-800-377-4950 to provide family assistance (welfare), child support, child www.oig.hhs.gov care, Head Start, child welfare, and other programs relating www.stopmedicarefraud.gov (Report Medicare Fraud) FEDERAL AGENCIES to children and families. The Office of Inspector General (OIG) protects the integrity of HHS programs, as well as the health and welfare of those Child Welfare Information Gateway programs’ beneficiaries. Administration for Children & Families (ACF) HIV.gov Children’s Bureau / ACYF 330 C St., SW 330 C Street, SW Room L100 Washington, DC 20201 Washington, DC 20024 Toll free: 1-800-394-3366 (9:30 am - 5:30 pm, ET) www.hiv.gov : [email protected] HIV.gov works to increase knowledge about HIV/AIDS and www.childwelfare.gov access to HIV services for people at-risk for or living with HIV. Child Welfare Information Gateway connects child welfare National Health Information Center and related professionals to comprehensive information and 1101 Wootton Pkwy., Suite LL100 resources to help protect children and strengthen families. Rockville, MD 20852 240-453-8280 National Runaway Safeline (NRS) Administration for Children & Families (ACF) : [email protected] 3141B N. Lincoln Ave. www.health.gov/nhic Chicago, IL 60657 www.healthfinder.gov (Tools for healthy living) 773-880-9860 www.healthfinder.gov/espanol (in Spanish) Toll free: 1-800-786-2929 (24 hrs./7 days a week) NHIC is a health information referral service that links www.1800runaway.org consumers and health professionals with organizations best NRS helps keep America’s runaway and at-risk youth able to provide answers to their health-related questions. safe and off the streets. The organization is the federally Office for Civil Rights (OCR) designated national communication system for runaway and 200 Independence Ave., SW homeless youth. Room 509F, HHH Building Washington, DC 20201 Toll free: 1-800-368-1019 TTY: 1-800-537-7697 : [email protected] www.hhs.gov/ocr

94 1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 95 FEDERAL AGENCIES

Office of Child Support Enforcement (OCSE) Administration for Children & Families (ACF) Food and Drug Administration (FDA) 330 C St., SW 10903 New Hampshire Ave. Washington, DC 20201 Silver Spring, MD 20993 202-401-9373 Toll free: 1-888-463-6332 : [email protected] www.fda.gov www.acf.hhs.gov/programs/css www.fda.gov/ForConsumers OCSE assures financial and medical support to children. The The FDA protects the public health. It assures the safety, office locates parents, establishes paternity, and enforcing efficacy, and security of human and veterinary drugs, support obligations. biological products, medical devices, the nation’s food supply, cosmetics, and products that emit radiation. The FDA Administration for Community Living (ACL) also provides accurate, science-based health information to 330 C St., SW the public. Washington, DC 20201 Center for Food Safety and Applied Nutrition 202-401-4634 Information Line (CFSAN) : [email protected] Food and Drug Administration (FDA) www.acl.gov Outreach and Information Center Administration on Aging (AoA) 5001 Campus Dr. www.aoa.gov College Park, MD 20740 The AoA promotes the well-being of older individuals by Toll free: 1-888-723-3366 (M-F, 10:00 am - 4:00 pm, ET) providing services and programs designed to help them live www.fda.gov/Food independently in their homes and communities. CFSAN ensures that the nation’s food supply is safe, sanitary, wholesome, and honestly labeled, and that cosmetic Eldercare Locator products are safe and properly labeled. The CFSAN Administration on Aging (AoA) Information Line is a general information line for questions Toll free: 1-800-677-1116 (M-F, 9:00 am - 8:00 pm ET) about food safety. : [email protected] www.eldercare.gov Center for Tobacco Products (CTP) The Eldercare Locator is a free national service that offers 10903 New Hampshire Ave. resources to help older persons live independently and Bldg. 71, Room G335 supports caregivers. The Eldercare Locator is a public Silver Spring, MD 20993 service of the Administration on Aging. Toll free: 1-877-287-1373 (9:00 - 4:00 pm, ET) : [email protected] Centers for Medicare & Medicaid Services (CMS) www.fda.gov/tobaccoproducts The CTP sets standards for tobacco products and label 7500 Security Blvd. requirements, and enforces advertising restrictions. Baltimore, MD 21244 www.cms.gov National Institutes of Health (NIH) Center for Medicaid and CHIP Services (CMCS) 9000 Rockville Pike Toll free: 1-877-267-2323 Bethesda, MD 20892 TTY: 1-866-226-1819 301-496-4000 www.medicaid.gov TTY: 301-402-9612 www.insurekidsnow.gov (health insurance for children) : [email protected] CMCS is the federal agency responsible for Medicaid www.nih.gov and Child Health Insurance Programs (CHIP). Medicaid www.medlineplus.gov (online health library) and CHIP provide health insurance for people with lower www.medlineplus.gov/spanish (online health library, in incomes, children, pregnant women, the elderly, and people Spanish) with disabilities. Eligibility is determined by each state. NIH conducts and supports medical research and its Medicare Service Center application to enhance health, lengthen life, and reduce Toll free: 1-800-633-4227 illness and disability. TTY: 1-877-486-2048 www.medicare.gov www.mymedicare.gov (Personalized Medicare benefits) The Medicare Service Center provides information on Medicare topics, manages orders of Medicare publications, provides detailed information about Medicare plans in your area, and helps locate health care providers that participate in Medicare.

96 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 97 FEDERAL AGENCIES

AIDSinfo National Institutes of Health (NIH) Department of Homeland Security (DHS) PO Box 4780 245 Murray Lane, SW Rockville, MD 20849-6303 Washington, DC 20528 301-315-2816 202-282-8000 Toll free: 1-800-448-0440 (M-F, 1:00 pm - 4:00 pm, ET, English 202-282-8495 (Comment Line) and Spanish) www.dhs.gov TTY: 1-888-480-3739 www.dhs.gov/en-espanol (in Spanish) : [email protected] DHS’s missions include preventing terrorism and enhancing www.aidsinfo.nih.gov security, managing U.S. borders, administering immigration infoSIDA.nih.gov (in Spanish) laws, securing cyberspace; and ensuring disaster resilience. AIDSinfo offers the latest federally approved information Transportation Security Administration (TSA) on HIV/AIDS clinical research, treatment and prevention, 601 S. 12th St. and medical practice guidelines for people living with HIV/ TSA-9 AIDS, their families and friends, health care providers, and Arlington, VA 20598 researchers. Toll free: 1-866-289-9673 (M-F, 8:00 am - 11:00 pm, ET, Sat- National Cancer Institute (NCI) Sun/holidays 9:00 am - 8:00 pm, ET) National Institutes of Health (NIH) www.tsa.gov BG 9609 MSC 9760 The TSA can assist you with questions or concerns about 9609 Medical Center Dr. travel tips, permitted and prohibited items, and information Bethesda, MD 20892-9760 on filing a claim for items that were damaged or lost during a Toll free: 1-800-422-6237 (M-F, 8:00 am - 8:00 pm ET, English TSA screening. and Spanish) U.S. Citizenship and Immigration Services (USCIS) www.cancer.gov Information and Customer Service Division www.cancer.gov/espanol (in Spanish) 111 Massachusetts Ave., NW NCI’s National Cancer Program conducts and supports MS 2260 research, training, and health information dissemination. It Washington, DC 20529 also provides programs that address the prevention, cause, Toll free: 1-800-375-5283 (National Customer Service Center) diagnosis, treatment, and rehabilitation from cancer. The NCI TTY: 1-800-767-1833

also focuses on the continuing care of cancer patients and FEDERAL AGENCIES www.uscis.gov their families. www.uscis.gov/es (in Spanish) National Institute of Allergy and Infectious Diseases The USCIS is responsible for processing immigration (NIAID) and naturalization applications, and establishing policies National Institutes of Health (NIH) regarding immigration services. 5601 Fishers Lane U.S. Computer Emergency Readiness Team (US- MSC 9806 CERT) Bethesda, MD 20892-9806 Attn: NPPD/CS&C/NCCIC/US-CERT 301-496-5717 Mail Stop 0635 Toll free: 1-866-284-4107 (8:30 am - 5:00 pm) 245 Murray Lane, SW Bldg. 410 TTY: 1-800-877-8339 Washington, DC 20528 : [email protected] Toll free: 1-888-282-0870 www.niaid.nih.gov : [email protected] NIAID provides health information on allergic, infectious, and www.us-cert.gov immunologic diseases. U.S.-CERT strives for a safer Internet by responding to major National Institute of Mental Health (NIMH) cybersecurity incidents and analyzing threats. National Institutes of Health (NIH) U.S. Customs and Border Protection (CBP) 6001 Executive Blvd. 1300 Pennsylvania Ave., NW Room 6200, MSC 9663 Washington, DC 20229 Bethesda, MD 20892-9663 202-325-8000 Toll free: 1-866-615-6464 (8:30 am - 5:00 pm, ET) Toll free: 1-877-227-5511 TTY: 1-866-415-8051 TTY: 1-800-877-8339 : [email protected] www.cbp.gov www.nimh.nih.gov CBP prevents individuals from entering the country illegally NIMH is the federal agency that conducts and supports or bringing harmful and illegal substances into the US. It research that seeks to understand, treat, and prevent mental also protects agricultural products from pests and American illness. businesses from theft of their intellectual property.

96 1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 97 FEDERAL AGENCIES

Federal Emergency Management Agency (FEMA) Department of Housing 500 C St., SW 451 7th St., SW Washington, DC 20472 Washington, DC 20410 202-646-2500 Toll free: 1-800-569-4287 (Find a housing counselor) Toll free: 1-800-621-3362 (Disaster survivors) TTY: 202-708-1455 TTY: 1-800-462-7585 (Disaster survivors) www.hud.gov/counselors (Housing counseling) www.fema.gov portal.hud.gov/portal/page/portal/HUD/program_ www.fema.gov/es (in Spanish) offices/housing www.ready.gov (Disaster preparedness) The Department of Housing provides public services through www.ready.gov/es (Disaster preparedness, in Spanish) its nationally administered programs. It oversees the Federal FEMA helps citizens and emergency personnel to build, Housing Administration mortgage insurance program, sustain, and improve the nation’s capability to prepare for, housing counselors, and regulates the housing industry protect against, respond to, recover from, and mitigate all business. hazards. Federal Housing Administration (FHA) FEMA Disaster Assistance 451 7th St., SW PO Box 10055 Washington, DC 20410 Hyattsville, MD 20782 Toll free: 1-800-225-5342 (English and Spanish) Toll free: 1-800-621-3362 (M-F, 7:00 am - 11:00 pm) TTY: 1-800-877-8339 TTY: 1-800-462-7585 : [email protected] : [email protected] portal.hud.gov/hudportal/HUD?src=/program_ www.disasterassistance.gov offices/housing/fhahistory www.disasterassistance.gov/es (Disaster assistance, in FHA provides mortgage insurance on single-family, Spanish) multifamily, and manufactured homes made by FHA- FEMA Disaster Assistance provides information about how approved lenders. you can get help before, during, or after a disaster and apply Office of Manufactured Housing Programs for assistance from the federal government. This office also Office of Risk Management and Regulatory Affairs provides information to help you prepare for, respond to, and 451 7th St., SW, Room 9168 recover from disasters. Washington, DC 20410-8000 National Flood Insurance Program (NFIP) 202-708-6423 Federal Emergency Management Agency Toll free: 1-800-927-2891 (English and Spanish) 500 C St., SW TTY: 202-708-1455 Washington, DC 20472 : [email protected] Toll free: 1-888-379-9531 www.hud.gov/mhs TTY: 1-800-427-5593 The Manufactured Housing Program regulates the : [email protected] construction of factory-built or manufactured homes. www.FloodSmart.gov The NFIP offers flood insurance to homeowners, renters, and Department of the Interior (DOI) business owners if their community participates in the NFIP. Fish and Wildlife Service Department of Housing and Urban Development 1849 C St., NW (HUD) Washington, DC 20240 Toll free: 1-800-344-9453 (M-F, 8:00 am - 8:00 pm, ET) Office of Fair Housing and Equal Opportunity (FHEO) www.fws.gov 451 7th St., SW, Room 5204 The Fish and Wildlife Service conserves, protects and Washington, DC 20410 enhances fish, wildlife and plants, and their habitats. Toll free: 1-800-669-9777 (Complaints Hotline, English and National Park Service (NPS) Spanish) 1849 C St., NW TTY: 1-800-927-9275 Washington, DC 20240 www.hud.gov/offices/fheo 202-208-6843 www.hud.gov/complaints/housediscrim.cfm Toll free: 1-877-444-6777 (Recreation.gov reservation line) FHEO enforces federal laws and establishes policies that www.nps.gov make sure all Americans have equal access to the housing of www.recreation.gov (Federal recreational activities and their choice. File a complaint with this office if you believe that reservations) you have been the victim of housing discrimination. NPS preserves the nation’s national parks and historic landmarks so that individuals may enjoy the natural environment for years to come.

98 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 99 FEDERAL AGENCIES

National Contact Center Department of Justice (DOJ) Toll free: 1-866-487-2365 TTY: 1-877-889-5627 Americans with Disabilities Act (ADA) Information www.dol.gov Line The Department of Labor National Contact Center provides Civil Rights Division employees and employers with a reliable resource for Disability Rights Section–NYA accurate and current information for all DOL programs. 950 Pennsylvania Ave., NW Washington, DC 20530 Occupational Safety and Health Administration 202-307-0663 (OSHA) Toll free: 1-800-514-0301 (M-W and F, 9:30 am - 5:30 pm, ET, U.S. Department of Labor Th 12:30 pm - 5:30 pm, ET) 200 Constitution Ave., NW TTY: 1-800-514-0383 Room N3626 www.ada.gov Washington, DC 20210 This service permits businesses, state and local Toll free: 1-800-321-6742 governments, or others to call and ask questions about TTY: 1-877-889-5627 general or specific ADA requirements including questions www.osha.gov about the ADA Standards for Accessible Design. OSHA ensures safe and healthful working conditions by setting and enforcing standards and by providing training, U.S. Trustee Program outreach, education and assistance. Executive Offices for U.S. Trustees 441 G St., NW Office of Disability Employment Policy (ODEP) Suite 6150 U.S. Department of Labor Washington, DC 20530 200 Constitution Ave., NW 202-514-4100 Washington, DC 20210 : [email protected] 202-693-7880 www.justice.gov/ust Toll free: 1-866-633-7365 The Trustee Program monitors the conduct of bankruptcy TTY: 1-877-889-5627 parties and private estate trustees. It also identifies and : [email protected] investigates bankruptcy fraud and abuse. The Program also www.dol.gov/odep approves credit counseling agencies and debtor education ODEP creates policies to ensure that people with disabilities providers, both of which are required for persons that are are fully integrated into the workforce. FEDERAL AGENCIES going through the bankruptcy process. Veteran’s Employment and Training Service (VETS) Department of Labor, Room S1325 Department of Labor (DOL) 200 Constitution Ave., NW Washington, DC 20210 Employee Benefits Security Administration (EBSA) Toll free: 1-866-487-2365 Office of Outreach, Education, and Assistance TTY: 1-877-889-5627 200 Constitution Ave., NW Suite N-5623 www.dol.gov/vets Washington, DC 20210 www.veterans.gov (Employment resources) Toll free: 1-866-444-3272 (M-F, 8:30 am - 4:30 pm, ET) VETS provides resources to prepare and assist veterans to TTY: 1-877-889-5627 (M-F, 8:00 am - 8:00 pm, ET) obtain meaningful careers and maximize their employment www.dol.gov/ebsa opportunities. EBSA provides information and assistance on private sector, employer-sponsored retirement and health benefit plans. Department of State (DOS) The agency educates plan participants, beneficiaries, and sponsors to ensure that they have access to documents and National Passport Information Center (NPIC) to help them understand their rights and responsibilities. Passport Services Job Corps Toll free: 1-877-487-2778 (M-F, 8:00 am - 10:00 pm, Sat 10:00 200 Constitution Ave., NW, Suite N4463 am - 3:00 pm, ET) Washington, DC 20210 TTY: 1-888-874-7793 202-693-3000 : [email protected] Toll free: 1-800-733-5627 travel.state.gov TTY: 1-877-889-5627 The NPIC provides information about U.S. passports, : [email protected] including the status of pending applications, as well as the www.jobcorps.gov locations of the passport application acceptance facilities. Job Corps Is a free education and vocational training program that helps young people learn a career, earn a high school diploma or GED, and find employment.

98 1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 99 FEDERAL AGENCIES

Overseas Citizens Services www.nhtsa.gov Bureau of Consular Affairs www.safercar.gov (Safety ratings and car recalls) 202-501-4444 (from overseas, M-F, 8:00 am - 8:00 pm, ET, NHTSA ensures motor vehicle and highway safety. It except federal holidays) provides information to the public, such as safety recalls, a Toll free: 1-888-407-4747 (Emergencies and non-emergencies, vehicle safety hotline. NHTSA also promotes the use of child M-F, 8:00 am - 8:00 pm, ET, except federal holidays) safety seats, seatbelts, and air bags. travel.state.gov Contact the State Department for help with emergencies and Department of the Treasury non-emergencies affecting private Americans while traveling abroad. Bureau of the Fiscal Service Toll free: 1-800-304-3107 (Questions about debt owed to U.S.) Visa Services www.fiscal.treasury.gov 603-334-0700 (7:00 am - 12:00 am) www.treasurydirect.gov (Treasury bonds) travel.state.gov/content/visas/en.html This bureau operates the government’s collection and Visa Services issues visas for people trhat plan to visit the deposit systems, and borrows money (savings bonds) United States. through Treasury Direct. Department of Transportation (DOT) Internal Revenue Service (IRS) Toll free: 1-800-829-1040 (Help for individuals) Aviation Consumer Protection Division (ACPD) TTY: 1-800-829-4059 Office of Aviation Enforcement and Proceedings www.irs.gov 1200 New Jersey Ave., SE, C-75 www.irs.gov/help-resources/contact-your-local-irs- Washington, DC 20590 office (Find a local taxpayer assistance center) 202-366-2220 (Airline service complaints) The IRS is responsible for collecting taxes for the federal Toll free: 1-800-778-4838 (Air travelers with disabilities government and enforcing tax laws. hotline) MyRA TTY: 202-366-0511; Toll free: 1-800-455-9880 (Air travelers with Toll free: 1-855-406-6972 disabilities hotline) TTY: 1-855-408-6972 www.transportation.gov/airconsumer : [email protected] airconsumer.ost.dot.gov/spanish (in Spanish) MyRA.gov The ACPD verifies airlines’ compliance with aviation MyRA is a savings account to help you save money for consumer protection requirements. It also accepts retirement, without fees or minimum deposit requirements. complaints from the public on consumer protection matters, Office of the Comptroller of the Currency (OCC) like lost baggage, ticketing, or boarding. Customer Assistance Group Federal Aviation Administration (FAA) 1301 McKinney St., Suite 3450 800 Independence Ave., SW Houston, TX 77010 Washington, DC 20591 Toll free: 1-800-613-6743 (M-F, 8:00 am - 8:00 pm, ET) Toll free: 1-866-835-5322 TTY: 713-658-0340 www.faa.gov www.helpwithmybank.gov The FAA ensures that all air travel is safe. The FAA sets The OCC charters and supervises all national banks and requirements for aircraft safety and manages the air traffic federal savings associations. It also supervises the federal controls for flight departures and arrrivals. branches and agencies of foreign banks. OCC ensures Federal Motor Carrier Safety Administration (FMCSA) that financial institutions operate in compliance with laws 1200 New Jersey Ave., SE requiring that consumers receive fair treatment and access to Washington, DC 20590 financial products. Toll free: 1-800-832-5660 (Information line) United States Mint www.fmcsa.dot.gov Customer Service Center www.protectyourmove.gov (Interstate moving 1201 Elm St., Suite 400 information) Dallas, TX 75270 The FMCSA provides information about your rights when Toll free: 1-800-872-6468 moving across state lines (interstate moves). Consumers TTY: 1-888-321-6468 (M-F 8:30 am - 5:00 pm, ET) should submit household goods commercial complaints or www.usmint.gov dangerous safety violations involving a commercial truck or The Mint produces the coins that circulate throughout the passenger bus to the FMCSA. US. It also produces special edition coinage that can be National Highway Traffic Safety Administration purchased for coin collections. (NHTSA) 1200 New Jersey Ave., SE West Building Washington, DC 20590 Toll free: 1-888-327-4236 (Vehicle Safety Hotline) TTY: 1-800-424-9153 100 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 101 FEDERAL AGENCIES

Safe Drinking Water Hotline Department of Veterans Affairs (VA) Office of Ground Water and Drinking Water 810 Vermont Ave., NW 1200 Pennsylvania Ave., NW Washington, DC 20420 Mail Code 4606M Toll free: 1-800-827-1000 (Benefits) Washington, DC 20460 Toll free: 1-877-222-8387 (Health care) Toll free: 1-800-426-4791 (M-F, 10:00 am - 4:00 pm, ET, English Toll free: 1-844-698-2311 (MyVA) and Spanish) www.va.gov www.epa.gov/your-drinking-water www.va.gov/directory (Find the VA facility in your area) The Safe Drinking Water Hotline provides information about www.cem.va.gov (National Cemetery Administration) local drinking water quality, drinking water standards, and www.benefits.va.gov/benefits (Veterans Benefits public drinking systems. Administration) Safer Choice Program www.va.gov/health (Veterans Health Administration) Office of Pollution Prevention & Toxics (OPPT) The VA oversees and administers benefits for veterans 1200 Pennsylvania Ave., NW and their families. Some programs include home loans, Mail Code 7406-M life insurance policies, financing education through the GI Washington, DC 20460 bill, job training, health resources, and burials at veterans’ www.epa.gov/saferchoice cemeteries. For information about VA benefits, write, call or Safer Choice helps consumers, businesses, and purchasers visit your nearest VA facility. find products that perform well and are safer for human health and the environment. Environmental Protection Agency (EPA) Equal Employment Opportunity Commission Indoor Environments Division (EEOC) 1200 Pennsylvania Ave., NW Mail Code 6609T 131 M St., NE Washington, DC 20460 Washington, DC 20507 202-343-9370 202-663-4900 www.epa.gov/indoor-air-quality-iaq Toll free: 1-800-669-4000 This agency is a central source of information on indoor TTY: 1-800-669-6820 air quality. It is responsible for implementing the Indoor : [email protected] Environments Program, a voluntary (non-regulatory) program www.eeoc.gov FEDERAL AGENCIES to address indoor air pollution. The EEOC enforces laws that make discrimination illegal in the workplace. The commission oversees work situations National Pesticide Information Center (NPIC) including hiring, firing, promotions, harassment, training, Oregon State University wages, and benefits. 310 Weniger Hall Corvallis, OR 97331 Federal Communications Commission (FCC) Toll free: 1-800-858-7378 (M-F, 11:00 am - 3:00 pm, ET, Multiple languages) Consumer and Governmental Affairs Bureau (CGB) : [email protected] 445 12th St., SW npic.orst.edu Washington, DC 20554 NPIC provides objective, science-based information about Toll free: 1-888-225-5322 (8:00 am - 5:00 pm, ET, English and a wide variety of pesticide-related subjects, including Spanish) pesticide products, pesticide poisonings, toxicology, and TTY: 1-888-835-5322 environmental chemistry. www.fcc.gov/consumer-governmental-affairs-bureau National Service Center for Environmental CGB serves as the public face of the commission through Publications (NSCEP) outreach and education. Their Consumer Center is PO Box 42419 responsible for responding to consumer inquiries and Cincinnati, OH 45242 complaints regarding cable, radio, satellite, telephone, Toll free: 1-800-490-9198 television and wireless services. : [email protected] www.epa.gov/nscep NSCEP distributes EPA’s publications to the public. Consumers can order copies by phone and mail, or download digital versions of the publications.

100 1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 101 FEDERAL AGENCIES

www.robodeidentidad.gov (Report identity theft, in Federal Deposit Insurance Corporation (FDIC) Spanish) The FTC works to prevent fraudulent, deceptive, and unfair Division of Depositor and Consumer Protection business practices in the marketplace and to provide Consumer Response Center information to help consumers avoid them. 1100 Walnut St., Box #11 Kansas City, MO 64106 General Services Administration Toll free: 1-877-275-3342 (Call center) Toll free: 1-877-378-9581 (M-F, 9:30 am - 5:30 pm ET, complaints) Fleet Vehicle Sales Toll free: 1-877-275-3342 1800 F St., NW TTY: 1-800-925-4618 Suite 3400 www.fdic.gov Washington, DC 20405 FDIC insures bank deposits and supervises financial : [email protected] institutions. The consumer response center responds to autoauctions.gsa.gov questions about federal deposit insurance and handles Fleet Vehicle Sales sells previously government-owned cars, complaints and inquiries about FDIC-insured state banks. trucks and other vehicles to consumers. These vehicles are sold at a discount through regional auctions. Federal Maritime Commission Surplus Federal Property Sales Consumer Affairs & Dispute Resolution Services 1800 F St., NW 800 N. Capitol St., NW Washington, DC 20405 Washington, DC 20573 Toll free: 1-866-333-7472 202-523-5807 : [email protected] Toll free: 1-866-448-9586 www.gsa.gov : [email protected] www.gsaauctions.gov, (GSA online auctions) www.fmc.gov GSA helps federal agencies dispose of unneeded property FMC assists consumers engaged in disputes with by selling directly to the public. It sells personal property, real transporting carriers, ocean transportation intermediaries estate, and vehicles to the public through online auctions. and cruise operators. USAGov Technology Transformation Service Federal Reserve System 1800 F St., NW, 4th Floor Washington, DC 20405 Federal Reserve Consumer Help Toll free: 1-844-872-4681 (8:00 am - 8:00 pm, ET, in English and PO Box 1200 Spanish) Minneapolis, MN 55480 www.USA.gov (U.S. government’s official web portal) Toll free: 1-888-851-1920 (9:00 am - 7:00 pm, ET) www.Publications.USA.gov (View and download federal TTY: 1-877-766-8533 (9:00 am - 7:00 pm, ET) government publications) www.federalreserveconsumerhelp.gov www.Kids.gov (Government websites for kids) This division receives and tracks consumer complaints and www.GobiernoUSA.gov (USA.gov in Spanish) questions regarding practices by banks and other financial USAgov helps people access government information, institutions supervised by the Board of Governors of the through a family of websites, toll free number, email and chat. Federal Reserve System. National Credit Union Administration (NCUA) Federal Trade Commission (FTC) Office of Consumer Financial Protection & Access Bureau of Consumer Protection 1775 Duke St. Consumer Response Center Alexandria, VA 22314-3428 600 Pennsylvania Ave., NW 703-518-1140 Washington, DC 20580 Toll free: 1-800-755-1030 202-326-2222 : [email protected] Toll free: 1-877-382-4357 (Complaints) www.ncua.gov TTY: 1-866-653-4261 (Complaints) www.mycreditunion.gov (Consumer information) www.ftc.gov NCUA charters and supervises federal credit unions and www.consumer.ftc.gov (Consumer protection) insures savings in federal and most state-chartered credit www.consumer.gov (Consumer information basics) unions across the country through the National Credit Union www.consumidor.ftc.gov (Consumer protection, in Share Insurance Fund. Spanish) www.consumidor.gov (Consumer information basics, in Spanish) www.ftccomplaintassistant.gov (File a complaint) www.identitytheft.gov (Report identity theft)

102 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 103 FEDERAL AGENCIES

Office of Personnel Management (OPM) Social Security Administration (SSA)

1900 E St., NW Office of Public Inquiries Washington, DC 20415 6401 Security Blvd. 202-606-1800 1100 West High Rise www.opm.gov Baltimore, MD 21235 www.usajobs.gov (Federal employment information) Toll free: 1-800-772-1213 OPM manages the civil service of the federal government, TTY: 1-800-325-0778 (M-F, 7:00 am - 7:00 pm, ET) coordinates recruiting of new government employees, and www.ssa.gov manages their health insurance and retirement benefits www.ssa.gov/myaccount (Account management) programs. OPM also provides resources for locating www.ssa.gov/espanol (in Spanish) student jobs, summer jobs, scholarships, and internships. SSA provides retirement, survivors and disability benefits, Pension Benefit Guaranty Corporation (PBGC) as well as administers Supplemental Security Income (SSI) payments. PO Box 151750 Alexandria, VA 22315-1750 U.S. Commodity Futures Trading Commission Toll free: 1-800-400-7242 (M-F, 8:00 am-7:00 pm, ET) (CFTC) : [email protected] www.pbgc.gov Office of External Affairs The PBGC protects the retirement incomes of workers in Three Lafayette Center private sector defined pension benefit plans. When you 1155 21st St., NW call, have your social security number and your plan’s name Washington, DC 20581 or number. 202-418-5000 Toll free: 1-866-366-2382 (Consumer assistance and Securities and Exchange Commission (SEC) t complaints) TTY: 202-418-5428 Office of Investor Education and Advocacy (OIEA) : [email protected] 100 F St., NE www.cftc.gov Washington, DC 20549 www.cftc.gov/consumerprotection www.smartcheck.gov (Research the background of

202-551-6551 FEDERAL AGENCIES Toll free: 1-800-732-0330 financial professionals) : [email protected] CFTC protects market users and the public from fraud, www.sec.gov manipulation, and abusive practices related to the sale of www.investor.gov (Investor information) commodity and financial futures and options. It also fosters OIEA provides investor educational materials and tools. open, competitive, and financially sound futures and The office also accepts investor complaints and answers option markets. The CFTC investigates and prosecutes questions. commodities fraud, including foreign currency schemes, energy manipulation and hedge fund fraud, and works with Small Business Administration (SBA) other federal and state agencies to bring criminal and other 409 3rd St., SW, Suite 7600 actions. Washington, DC 20416 U.S. Postal Service (USPS) Toll free: 1-800-827-5722 : [email protected] United States Postal Inspection Service (USPIS) www.sba.gov Criminal Investigations Service Center The SBA helps Americans start, build and grow Attn: Mail Fraud businesses. Through an extensive network of field offices 433 W. Harrison St., Room 3255 and partnerships the SBA aids, counsels, assists and Chicago, IL 60699 protects the interests of small business concerns. Toll free: 1-877-876-2455 (8:00 am - 4:30, all time zones) postalinspectors.uspis.gov The USPIS investigates criminals who misuse the postal system to defraud or endanger the public. To report a mail related crime, contact your nearest USPIS office.

102 1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 103 NATIONAL CONSUMER ORGANIZATIONS

AARP 601 E St., NW Contact National Consumer Organizations Washington, DC 20049 National consumer organizations are committed to Toll free: 1-888-687-2277 assisting consumers and protecting their rights via Toll free: 1-877-342-2277 (in Spanish) advocacy, research, and outreach efforts. Some : [email protected] organizations assist individuals with problems, while www.aarp.org others collect consumer complaints and statistics to AARP addresses the consumer problems and issues that better understand consumer trends and direct their especially impact the financial security of people 50 years advocacy efforts. and older. Through advocacy, AARP works to make the marketplace safer for all consumers and empowers members to protect themselves from fraud and deceptive practices. Coalition Against Insurance Fraud American Council on Science and Health (ACSH) 1012 14th St., NW, Suite 200 110 E. 42nd St., Suite 1300 Washington, DC 20005 New York, NY 10017 202-393-7330 212-362-7044 : [email protected] Toll free: 1-866-905-2694 www.insurancefraud.org : [email protected] The Coalition is an alliance of consumer groups, government www.acsh.org agencies, and insurance companies dedicated to combating ACSH provides consumers with scientifically sound insurance fraud through research and public information. information on the relationship between human health and Consumer Action chemicals, foods, lifestyles, and the environment. Booklets 1170 Market St., Suite 500 and special reports on a variety of topics are available. San Francisco, CA 94102 Call for Action 415-777-9635 11820 Parklawn Dr., Suite 340 : [email protected] Rockville, MD 20852 www.consumer-action.org 240-747-0229 Consumer Action is an education and advocacy organization www.callforaction.org specializing in finance, privacy, insurance, and healthcare Call for Action is a nonprofit network of consumer issues. Consumer Action offers a multi-lingual consumer hotlines. Their trained volunteers help consumers resolve complaint hotline, and consumer education materials in problems with businesses, government agencies and other several languages. organizations. Consumer Federation of America (CFA) Center for Auto Safety (CAS) 1620 I St., NW, Suite 200 1825 Connecticut Ave., NW, Suite 330 Washington, DC 20006 Washington, DC 20009 202-387-6121 202-328-7700 : [email protected] : [email protected] www.consumerfed.org www.autosafety.org CFA is a consumer advocacy and education organization. It CAS advocates on behalf of consumers in auto safety and represents consumer interests on issues such as telephone quality, fuel efficiency, emissions, and related issues. service, insurance and financial services, product safety, health care, product liability and utilities. It develops and Center for Science in the Public Interest (CSPI) distributes studies of various consumer issues, as well as 1220 L St., NW, Suite 300 consumer guides. Washington, DC 20005 202-332-9110 Consumers Reports : [email protected] 101 Truman Ave. www.cspinet.org Yonkers, NY 10703 CSPI conducts research on nutrition, health, food safety 914-378-2000 and related issues. It also provides consumers with current Toll free: 1-800-666-5261 information about their health and well being via their Toll free: 1-800-333-0663 monthly Nutrition Action Healthletter. www.consumerreports.org Consumer Reports publishes a magazine of the same name. Center for the Study of Services (CSS) It is an independent, nonprofit testing and information 1625 K St., NW, 8th Floor organization serving only consumers. Consumer Reports is Washington, DC 20006 a comprehensive source for unbiased advice about products Toll free: 1-800-213-7283 and services, personal finance, health and nutrition, and www.checkbook.org other categories based on their independent tests. CSS publishes Consumers’ CHECKBOOK so that consumers can evaluate the quality and prices of service firms and stores in their local area.

104 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 105 NATIONAL CONSUMER ORGANIZATIONS

Families USA Senior Medicare Patrol National Resource Center 1201 New York Ave., NW, Suite 1100 (SMP) Washington, DC 20005 PO Box 388 202-628-3030 Waterloo, IA 50704-0388 : [email protected] Toll free: 1-877-808-2468 www.familiesusa.org : [email protected] Families USA creates materials to educate and mobilize www.smpresource.org consumers on healthcare issues. The SMP educates the public about health care fraud. Funeral Consumers Alliance (FCA) The organization teaches Medicare beneficiaries and their 33 Patchen Rd. families how to detect health care fraud and helps them use South Burlington, VT 05403 the services of their local SMP. 802-865-8300 The Federation of American Consumers and Travelers www.funerals.org (FACT) FCA protects a consumer’s right to choose a dignified and 318 Hillsboro Ave. affordable funeral. Local affiliates of FCA provide funeral PO Box 104 planning information and some conduct funeral price Edwardsville, IL 62025 surveys. Toll free: 1-800-872-3228 The Medicare Rights Center : [email protected] 266 W. 37 St., 3rd Floor www.usafact.org New York City, NY 10018 FACT is a national not-for-profit consumer group that Toll free: 1-800-333-4114 provides help to individuals and small associations. FACT : [email protected] provides disaster aid, assistance for small business owners, www.medicarerights.org travel discounts, and a Consumer Hotline/Library. The Medicare Rights Center helps people with Medicare get the health care and medications they need and make the most of their Medicare rights and options. National Consumers League 1701 K St., NW, Suite 1200 Washington, DC 20006 202-835-3323 : [email protected] www.nclnet.org www.fraud.org www.lifesmarts.org The NCL provides government and businesses with the consumer’s perspective on consumer issues and workplace concerns. The League sponsors the LifeSmarts competition, which is designed to develop the consumer and marketplace NATIONAL CONSUMER ORGANIZATIONS knowledge of teenagers. NCL also provides consumers with information to avoid becoming victims of fraud and to convey their complaints to law enforcement. National Council on the Aging (NCOA) 251 18 St., S, Suite 500 Arlington, VA 22202 571-527-3900 www.ncoa.org NCOA is a national voice for older adults, especially those who are vulnerable and disadvantaged, and the community organizations that serve them.

104 1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 105 STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES

Alabama Contact Your Local Consumer Protection Offices State Office State, county, and city consumer protection offices offer a variety of important Alabama Office of the Attorney services. They might mediate complaints, conduct investigations, prosecute General offenders of consumer laws, license and regulate professionals, provide Consumer Interest Division educational materials, and advocate in the consumer interest. 501 Washington Ave. An advantage of contacting a city or county government office is that it is Montgomery, AL 36104 familiar with local businesses, ordinances, and state laws. 334-242-7335 You can also contact your state consumer protection office to get more Toll free: 1-800-392-5658 www.ago.state.al.us information about other local resources or nonprofit organizations that help consumers. Alaska Before sending a written complaint, call the office to confirm that it handles the type of complaint you have. Many offices distribute consumer materials State Office specifically geared to state laws and local issues. Ask whether any information Alaska Office of the Attorney is available regarding your problem. General Consumer Protection Unit Note: Toll free phone numbers may be restricted to use only within the state 1031 W. 4th Ave., Suite 200 listed. Anchorage, AK 99501 907-269-5200 California Office of the Attorney Arkansas Toll free: 1-888-576-2529 General Public Inquiry Unit : [email protected] State Office www.law.alaska.gov/consumer PO Box 944255 Arkansas Office of the Attorney Sacramento, CA 94244-2550 Arizona General 916-322-3360 Consumer Protection Division Toll free: 1-800-952-5225 State Offices 323 Center St., Suite 200 TTY: 1-800-735-2929 Arizona Office of the Attorney Little Rock, AR 72201 www.oag.ca.gov 501-682-2341 General - Phoenix Contractors State License Board Toll free: 1-800-482-8982 Consumer Information and Complaints 9821 Business Park Dr. : [email protected] 1275 W. Washington St. Sacramento, CA 95827 www.arkansasag.gov Phoenix, AZ 85007 916-255-3900 (Headquarters) 602-542-5763 California 916-255-2924 (Northern CA) : [email protected] 562-345-7600 (Southern CA) www.azag.gov State Offices Toll free: 1-800-321-2752 www.cslb.ca.gov Arizona Office of the Attorney California Bureau of Automotive General - Prescott Repair County Offices Consumer Information and Complaints Consumer Information Center Contra Costa County District 1000 Ainsworth Dr., Suite A-210 10949 N. Mather Blvd. Attorney’s Office Prescott, AZ 86305 Rancho Cordova, CA 95670 Special Operations Division 928-778-1265 Toll free: 1-800-952-5210 Consumer Protection Unit Toll free: 1-800-352-8431 Toll free: 1-866-799-3811 900 Ward St., 4th Floor  : [email protected] : [email protected] Martinez, CA 94553 www.azag.gov www.autorepair.ca.gov 925-957-8604 Arizona Office of the Attorney California Department of Consumer www.contracosta.ca.gov/3173/ General - Tucson Affairs Consumer-Protection-Civil-Unit Consumer Information and Complaints Consumer Information Division Fresno County District Attorney’s 400 W. Congress St. 1625 N. Market Blvd., Suite N 112 Office South Bldg., Suite 315 Sacramento, CA 95834 Consumer and Environmental Tucson, AZ 85701 916-445-1254 Protection Division 520-628-6504 Toll free: 1-800-952-5210 2220 Tulare St., Suite 1000 Toll free: 1-800-352-8431 TTY: 1-800-326-2297 Fresno, CA 93721  : [email protected] : [email protected] 559-600-3156 www.azag.gov www.dca.ca.gov : [email protected] www.co.fresno.ca.us

106 www.USA.gov t 107 STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES

Kern County District Attorney’s San Diego County District Solano County District Attorney’s STATE, COUNTY, AND CITY Office Attorney’s Office Office Consumer Protection Unit Consumer Protection Unit Consumer and Environmental Crimes Justice Building 330 W. Broadway 675 Texas St., Suite 4500 1215 Truxtun Ave., 4th Floor San Diego, CA 92101 Fairfield, CA 94533 Bakersfield, CA 93301 619-531-4040 707-784-6859 661-868-2340 619-531-3507 : [email protected] : [email protected] www.sdcda.org www.co.solano.ca.us/depts/da www.co.kern.ca.us/da San Francisco County District Stanislaus County District Los Angeles County Department of Attorney’s Office Attorney’s Office Consumer Affairs Consumer Protection Unit Consumer Protection Unit 500 W. Temple St., Room B96 850 Bryant St. 832 12th St., Suite 300 Los Angeles, CA 90012 San Francisco, CA 94112 Modesto, CA 95354 213-974-1452 415-551-9595 209-525-5550 Toll free: 1-800-593-8222 415-553-9535 www.stanislaus-da.org TTY: 213-626-0913 www.sfdistrictattorney.org Ventura County District Attorney’s : [email protected] San Luis Obispo County District Office dca.lacounty.gov Attorney’s Office Consumer Mediation Section Marin County District Attorney’s Economic Crime Unit 800 S. Victoria Ave., Suite 314 Office County Courthouse Annex Ventura, CA 93009 Consumer Protection Unit 1050 Monterey St., Room 223 805-662-1750 Hall of Justice, Room 130 San Luis Obispo, CA 93408 805-654-3110 San Rafael, CA 94903 805-781-5856 www.vcdistrictattorney.com 415-473-6495 www.slocounty.ca.gov City Offices TTY: 415-473-3232 San Mateo County District Los Angeles City Attorney’s Office www.marincounty.org/depts/da Attorney’s Office Consumer Protection Monterey County District Attorney’s Consumer and Environmental 200 N. Main St. City Hall East, Suite 800 Office Protection Los Angeles, CA 90012 Consumer Protection Division Hall of Justice and Records 213-978-8040 1200 Aguajito Rd., Room 301 400 County Center, 3rd Floor www.lacityattorney.org Monterey, CA 93940 Redwood City, CA 94063 San Diego City Attorney’s Office 831-647-7770 650-363-4651 www.co.monterey.ca.us da.smcgov.org Consumer and Environmental Protection Unit Napa County District Attorney’s Santa Barbara County District 1200 3rd Ave., Suite 700 Office Attorney’s Office San Diego, CA 92101 Consumer Affairs Consumer Protection Unit 619-533-5500 931 Parkway Mall 312-D E. Cook St. 619-533-5600 Napa, CA 94559 Santa Maria, CA 93454 : [email protected] 707-253-4059 805-346-7540 www.sandiego.gov/cityattorney Toll free: 1-800-464-4211 www.countyofsb.org/da : [email protected] Santa Monica City Attorney’s Office Santa Clara County District Consumer Protection Unit www.countyofnapa.org Attorney’s Office 1685 Main St., 3rd Floor Orange County District Attorney’s Consumer Protection Unit Santa Monica, CA 90401 Office 70 W. Hedding St. West Wing, 4th Floor 310-458-8336 Consumer Protection Unit San Jose, CA 95110 TTY: 310-458-8696 401 Civic Center Dr., W 408-792-2880 : [email protected] PO Box 808 : [email protected] www.smgov.net/atty Santa Ana, CA 92701 www.sccgov.org 714-834-3600 Santa Cruz County District Colorado 714-834-6553 Attorney’s Office orangecountyda.org Consumer Protection State Office 701 Ocean St., Room 200 Colorado Office of the Attorney Santa Cruz, CA 95060 General 831-454-2050 Consumer Protection Section : [email protected] 1300 Broadway, 7th Floor www.co.santa-cruz.ca.us Denver, CO 80203 Toll free: 1-800-222-4444 www.stopfraudcolorado.gov

106 1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 107 STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES

County Offices Florida Office of the Attorney Delaware Fourth Judicial District Attorney’s General The Capitol PL-01 Office State Office Economic Crimes Division - El Paso and Tallahassee, FL 32399 Delaware Department of Justice Teller Counties 850-414-3990 Consumer Protection Division 105 E. Vermijo Ave. Toll free: 1-866-966-7226 (Fraud) Carvel State Building Colorado Springs, CO 80903 Toll free: 1-800-321-5366 (Lemon Law) 820 N. French St., 5th Floor 719-520-6000 Toll free: 1-800-203-3099 (Seniors vs Wilmington, DE 19801 www.4thjudicialda.com Crime) 302-577-8600 TTY: 1-800-955-8771 Pueblo County District Attorney’s Toll free: 1-800-220-5424 Office www.myfloridalegal.com : [email protected] www.seniorsvscrime.com Economic Crimes Unit www.attorneygeneral.delaware. Regional Offices 701 Court St. gov Pueblo, CO 81003 Ft. Lauderdale Branch - Office of the 719-583-6030 District of Columbia Attorney General county.pueblo.org Consumer Protection Division Weld County District Attorney’s City Offices 110 S.E. 6th St., 9th Floor Office District of Columbia Department of Fort Lauderdale, FL 33301 PO Box 1167 Consumer and Regulatory Affairs 954-712-4600 Greeley, CO 80632-1167 1100 4th St., SW Toll free: 1-866-966-7226 970-356-4010 Washington, DC 20024 www.myfloridalegal.com : [email protected] 202-442-4400 Jacksonville Branch - Office of the www.weldgov.com : [email protected] Attorney General City Office dcra.dc.gov Consumer Protection Division Denver District Attorney’s Office District of Columbia Office of the 1300 Riverplace Blvd., Suite 405 Jacksonville, FL 32207 Economic Crimes Unit Attorney General 904-348-2720 201 W. Colfax Ave. Consumer Protection and Public Toll free: 1-866-966-7226 Denver, CO 80202 Advocacy www.myfloridalegal.com 720-913-9179 441 4th St., NW : [email protected] Washington, DC 20001 Miami Branch - Office of the www.denverda.org 202-442-9828 Attorney General : [email protected] Consumer Protection Division Connecticut oag.dc.gov/service/consumer- 1 S.E, 3rd Ave., 9th Floor protection-and-public-advocacy Miami, FL 33131 State Offices 305-377-5835 Connecticut Department of Florida Toll free: 1-866-966-7226 Consumer Protection www.myfloridalegal.com 165 Capitol Ave. State Offices Orlando Branch - Office of the Hartford, CT 06106 Florida Department of Agriculture Attorney General 860-713-6300 and Consumer Services Consumer Protection Division Toll free: 1-800-842-2649 Division of Consumer Services 135 W. Central Blvd., Suite 670 TTY: 860-713-7240 PO Box 6700 Orlando, FL 32801 : [email protected] Tallahassee, FL 32399-6700 407-316-4840 www.ct.gov/dcp 850-410-3800 Toll free: 1-866-966-7226 Connecticut Office of the Attorney Toll free: 1-800-435-7352 www.myfloridalegal.com General Toll free: 1-800-352-9832 Tampa Branch - Office of the Consumer Assistance Unit www.freshfromflorida.com Attorney General 55 Elm St. Florida Department of Financial Consumer Protection Division Hartford, CT 06106 Services Concourse Center 4 860-808-5420 Division of Consumer Services 3507 E. Frontage Rd., Suite 325 www.ct.gov/ag 200 E. Gaines St. Tampa, FL 33607 Tallahassee, FL 32399 813-287-7950 850-413-3089 Toll free: 1-866-966-7226 Toll free: 1-877-693-5236 www.myfloridalegal.com : Consumer.Services@myfloridacfo. com www.myfloridacfo.com/Division/ Consumers

108 www.USA.gov t 109 STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES

West Palm Beach Branch - Office of STATE, COUNTY, AND CITY the Attorney General Georgia Idaho Consumer Protection Division State Office State Office 1515 N. Flagler Dr., Suite 900 West Palm Beach, FL 33401 Georgia Office of the Attorney Idaho Office of the Attorney General 561-837-5007 General Consumer Protection Division Toll free: 1-866-966-7226 Department of Law 954 W. Jefferson St., 2nd Floor www.myfloridalegal.com Consumer Protection Unit Boise, ID 83720 2 Martin Luther King, Jr. Dr., SE 208-334-2424 County Offices Suite 356 Toll free: 1-800-432-3545 Broward County Permitting, Atlanta, GA 30334 www.ag.idaho.gov Licensing and Consumer Protection 404-651-8600 Division Toll free: 1-800-869-1123 Illinois 1 N. University Dr., Box 302 consumer.georgia.gov Plantation, FL 33324 State Offices 954-357-5350 Hawaii Illinois Office of the Attorney www.broward.org/ General - Carbondale permittingandlicensing State Offices Consumer Protection Division Hillsborough County Consumer Hawaii Department of Commerce 601 S. University Ave. Protection Agency and Consumer Affairs - Honolulu Carbondale, IL 62901 410 30th St., SE, Suite 104 Office of Consumer Protection 618-529-6400 Ruskin, FL 33570 Leiopapa A Kamehameha Building Toll free: 1-800-243-0607 813-903-3430 235 S. Beretania St., Suite 801 Toll free: 1-866-310-8398 (in Spanish) www.hillsboroughcounty.org/ Honolulu, HI 96813 TTY: 1-877-675-9339 consumerprotection 808-586-2630 www.illinoisattorneygeneral.gov Miami-Dade County Regulatory and 808-587-4272 Illinois Office of the Attorney Economic Resources Department : [email protected] General - Chicago Consumer Services www.cca.hawaii.gov/ocp Consumer Protection Division 601 N.W. 1st Ct., 18th Floor Hawaii Department of Commerce 100 W. Randolph St. Miami, FL 33136 and Consumer Affairs - Hilo Chicago, IL 60601 786-469-2333 Office of Consumer Protection 312-814-3000 : [email protected] 120 Pauahi St., Suite 212 Toll free: 1-800-386-5438 www.miamidade.gov/economy Hilo, HI 96720 Toll free: 1-866-310-8398 (in Spanish) Orange County Consumer Fraud 808-933-0910 TTY: 1-800-964-3013 Unit 808-587-4272 www.illinoisattorneygeneral.gov 415 N. Orange Ave. : [email protected] Illinois Office of the Attorney Orlando, FL 32801 www.cca.hawaii.gov/ocp General - Springfield 407-836-2490 Hawaii Department of Commerce Consumer Protection Division : [email protected] and Consumer Affairs - Wailuku 500 S. 2nd St. www.orangecountyfl.net Office of Consumer Protection Springfield, IL 62706 Palm Beach County Consumer 1063 Lower Main St., Suite C-216 217-782-1090 Affairs Division Wailuku, HI 96793 Toll free: 1-800-243-0618 50 S. Military Tr., Suite 201 808-243-4648 Toll free: 1-866-310-8398 (in Spanish) West Palm Beach, FL 33415 808-984-2400 TTY: 1-877-844-5461 561-712-6600 : [email protected] www.illinoisattorneygeneral.gov Toll free: 1-888-852-7362 www.cca.hawaii.gov/ocp Regional Offices www.pbcgov.com/consumer Hawaii Office of the Attorney Chicago South Regional Office of Pinellas County Office of Consumer General the Attorney General Services 425 Queen St. 8100 S. Stony Island, Suite C 14250 49th St. N, Suite 1000, Room 2 Honolulu, HI 96813 Chicago, IL 60617 Clearwater, FL 33762 808-586-1500 773-768-5926 727-464-6200 ag.hawaii.gov TTY: 1-866-717-8798 : [email protected] www.illinoisattorneygeneral.gov www.pinellascounty.org/consumer

108 1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 109 STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES

Chicago West Regional Office of the Sedgwick County District Attorney’s Attorney General Indiana Office 306 N. Pulaski Rd. Consumer Protection Division State Office Chicago, IL 60624 535 N. Main St. 773-265-8808 Indiana Office of the Attorney Wichita, KS 67203 TTY: 1-866-717-8804 General 316-660-3600 www.illinoisattorneygeneral.gov Consumer Protection Division Toll free: 1-800-432-6878 302 W. Washington St., 5th Floor East Central Illinois Regional Office : [email protected] Indianapolis, IN 46204 of the Attorney General www.sedgwickcounty.org/da 317-232-6330 1776 E. Washington St. Toll free: 1-800-382-5516 Urbana, IL 61802 Kentucky www.in.gov/attorneygeneral 217-278-3366 TTY: 217-278-3371 State Offices Iowa www.illinoisattorneygeneral.gov Kentucky Office of the Attorney General Metro East Illinois Regional Office of State Office Consumer Protection Division the Attorney General Iowa Office of the Attorney General 201 W. Pointe Dr., Suite 7 1024 Capital Center Dr., Suite 200 Consumer Protection Division Frankfort, KY 40601 Belleville, IL 62226 1305 E. Walnut St. 618-236-8616 502-696-5389 Des Moines, IA 50319 Toll free: 1-888-432-9257 TTY: 618-236-8619 515-281-5926 www.illinoisattorneygeneral.gov ag.ky.gov/family/ Toll free: 1-888-777-4590 consumerprotection Northern Illinois Regional Office of : [email protected] the Attorney General Kentucky Office of the Attorney www.iowaattorneygeneral.gov General - Louisville Zeke Giorgi Center Consumer Protection Division 200 S. Wyman St., Suite 307 Kansas Rockford, IL 61101 310 Whittington Pkwy., Suite 101 815-967-3883 State Office Louisville, KY 40222 TTY: 815-967-3891 502-429-7134 Kansas Office of the Attorney Toll free: 1-888-432-9257 www.illinoisattorneygeneral.gov General www.ag.ky.gov/family/ West Central Illinois Regional Office Consumer Protection Division consumerprotection of the Attorney General 120 S.W. 10th Ave., 2nd Floor 628 Maine St. Topeka, KS 66612 Kentucky Office of the Attorney General - Prestonsburg Quincy, IL 62301 785-296-3751 217-223-2221 Toll free: 1-800-432-2310 361 N. Lake Dr. TTY: 217-223-2254 www.ag.ks.gov Prestonsburg, KY 41653 www.illinoisattorneygeneral.gov 606-889-1821 County Offices Toll free: 1-888-432-9257 City Offices Douglas County District Attorney’s www.ag.ky.gov/family/ Chicago Division of Business Affairs Office consumerprotection and Consumer Protection Consumer Protection Unit 121 N. LaSalle St., 8th Floor 111 E. 11th St. Louisiana Chicago, IL 60602 Lawrence, KS 66044 312-744-6060 785-330-2849 State Office TTY: 312-744-1944 785-841-0211 Louisiana Office of the Attorney www.cityofchicago.org/ : districtattorney@douglas-county. General ConsumerServices com Consumer Protection Section Des Plaines Consumer Protection www.douglascountyks.org/ PO Box 94005 Commission depts/district-attorney/consumer- Baton Rouge, LA 70804 1420 Miner St., 6th Floor protection-unit-cpu 225-326-6465 Des Plaines, IL 60016 Johnson County District Attorney’s Toll free: 1-800-351-4889 847-391-5303 Office : [email protected] : consumerprotection@desplaines. Consumer Protection Division www.ag.state.la.us org PO Box 728 www.desplaines.org Olathe, KS 66051 913-715-3003 da.jocogov.org

110 www.USA.gov t 111 STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES

Parish Office Maryland Attorney General’s Office - Massachusetts Office of the STATE, COUNTY, AND CITY Jefferson Parish District Attorney’s Prince George Attorney General Office Consumer Protection Divison Consumer Advocacy & Response Economic Crime Unit 9200 Basil Ct., Suite 301 Division 200 Derbigny St. Largo, MD 20774 One Ashburton Pl., 18th Floor Gretna, LA 70053 301-386-6200 Boston, MA 02108 504-361-2920 : [email protected] 617-727-8400 www.jpda.us www.marylandattorneygeneral.gov TTY: 617-727-4765 Maryland Attorney General’s Office - : [email protected] Maine Southern Maryland www.mass.gov/ago 15045 Burnt Store Rd. Regional Offices State Offices Hughesville, MD 20637 Massachusetts Office of the Bureau of Consumer Credit 301-274-4620 Attorney General - New Bedford Protection Toll free: 1-866-366-8343 Consumer Advocacy & Response 35 State House Station : [email protected] Division Augusta, ME 04333 www.marylandattorneygeneral.gov 105 William St., 1st Floor 207-624-8527 Maryland Attorney General’s Office - New Bedford, MA 02740 Toll free: 1-800-332-8529 Western Maryland 508-990-9700 www.credit.maine.gov Consumer Protection Division 617-727-8400 Maine Office of the Attorney General 44 N. Potomac St., Suite 104 TTY: 617-727-4765 Consumer Information and Mediation Hagerstown, MD 21740 : [email protected] Service 301-791-4780 www.mass.gov/ago 6 State House Station : [email protected] Massachusetts Office of the Augusta, ME 04333 www.marylandattorneygeneral.gov Attorney General - Springfield 207-626-8849 County Offices Consumer Advocacy & Response Toll free: 1-800-436-2131 Howard County Office of Consumer Division : [email protected] Protection 1350 Main St., 4th Floor www.maine.gov/ag 6751 Columbia Gateway Dr., Suite 200 Springfield, MA 01103 Columbia, MD 21046 413-784-1240 Maryland 410-313-6420 617-727-8400 : [email protected] TTY: 617-727-4765 State Office www.marylandattorneygeneral.gov : [email protected] Maryland Office of the Attorney www.mass.gov/ago General Montgomery County Office of Consumer Protection Massachusetts Office of the Consumer Protection Division 100 Maryland Ave., Suite 330 Attorney General - Worchester 200 Saint Paul Pl. Rockville, MD 20850 Consumer Assistance & Response Baltimore, MD 21202 240-777-3636 Division 410-576-6550 240-777-3681 (Anonymous tip line) 10 Mechanic St., Suite 301 410-528-8662 (Consumer Mediation) : ConsumerProtection@ Worcester, MA 01608 410-528-1840 (Medical Billing montgomerycountymd.gov 508-792-7600 Complaints) www.marylandattorneygeneral.gov 617-727-8400 Toll free: 1-888-743-0023 (Switchboard) TTY: 617-727-4765 Toll free: 1-877-261-8807 (Health plan Massachusetts : [email protected] decison appeals) www.mass.gov/ago TTY: 410-576-6372 State Offices : [email protected] County Offices www.marylandattorneygeneral.gov Massachusetts Office of Consumer Norfolk District Attorney’s Office Affairs & Business Regulation Regional Offices Consumer Protection Division 10 Park Plaza, Suite 5170 45 Shawmut Rd. Maryland Attorney General’s Office - Boston, MA 02116 Canton, MA 02021 Eastern Shore 617-973-8787 781-830-4800 Consumer Protection Division Toll free: 1-888-283-3757 www.norfolkda.com 201 Baptist St. TTY: 1-800-720-3480 Salisbury, MD 21801 Northwestern District Attorney’s www.mass.gov/ocabr Office - Franklin County 410-713-3620 : [email protected] Consumer Protection Unit www.marylandattorneygeneral.gov 13 Conway St. Greenfield, MA 01301 413-774-3186 www.northwesternda.org

110 1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 111 STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES

Northwestern District Attorney’s Mississippi Office of the Attorney Office - Hampshire County Michigan General - Biloxi Consumer Protection Division Consumer Protection Division State Office One Gleason Plaza 1141 Bayview Ave., Suite 402 Northampton, MA 01060 Michigan Office of the Attorney Biloxi, MS 39530 413-586-9225 General 228-386-4400 : [email protected]. Consumer Protection Division Toll free: 1-855-667-5599 MA.US PO Box 30213 www.ago.state.ms.us www.northwesternda.org Lansing, MI 48909 517-373-1140 Springfield Mayor’s Office of Missouri Toll free: 1-877-765-8388 Consumer Information www.michigan.gov/ag City Hall, Room 315 State Office Missouri Office of the Attorney 36 Court St. Minnesota Springfield, MA 01103 General Consumer Protection Division 413-787-6437 State Office TTY: 413-787-6154 207 W. High St. Minnesota Office of the Attorney : [email protected] PO Box 899 General www.springfieldcityhall.com Jefferson City, MO 65102 Consumer Assistance City Offices 573-751-3321 445 Minnesota St., Suite 1400 Toll free: 1-800-392-8222 Boston Consumer Affairs and St. Paul, MN 55101 : [email protected] Licensing 651-296-3353 www.ago.mo.gov 1 City Hall Square, Room 817 Toll free: 1-800-657-3787 Regional Offices Boston, MA 02201 TTY: 1-800-366-4812 617-635-4165 www.ag.state.mn.us Missouri Office of the Attorney General - Cape Girardeau : [email protected] City Office www.boston.gov/ departments/ Consumer Protection Division Minneapolis Department of consumer-affairs-and-licensing 2860 Kage Rd. Business Licenses & Consumer Cambridge Consumers Council Cape Girardeau, MO 63701 Services 573-290-5679 831 Massachusetts Ave., 1st Floor 350 S. 5th St., Room 1C Cambridge, MA 02139 Toll free: 1-800-392-8222 Minneapolis, MN 55415  617-349-6150 : [email protected] 612-673-2080 www.ago.mo.gov TTY: 617-349-6112 TTY: 612-673-2157 Missouri Office of the Attorney : [email protected] : minneapolis311@minneapolismn. General - Kansas City www.cambridgema.gov/ gov Consumer Protection Division consumercouncil www.ci.minneapolis.mn.us/ 615 E. 13th St., Suite 401 Newton Consumer Affairs licensing Kansas City, MO 64106 Newton City Hall, Room B07 816-889-5000 1000 Commonwealth Ave. Mississippi Toll free: 1-800-392-8222 Newton Centre, MA 02459 : [email protected] 617-796-1292 State Office www.ago.mo.gov TTY: 617-796-1089 Mississippi Department of : [email protected] Agriculture and Commerce Missouri Office of the Attorney www.newtonma.gov/gov/ Regulatory Services Bureau General - Springfield consumer.asp Consumer Protection Consumer Protection Division 149 Park Central Sq., Suite 1017 Revere Consumer Affairs Office PO Box 1609 Springfield, MO 65806 281 Broadway Jackson, MS 39215 417-895-6567 Revere, MA 02151 601-359-1148 Toll free: 1-800-392-8222 781-286-8114 : [email protected] : [email protected] www.revere.org/departments/ www.mdac.ms.gov www.ago.mo.gov consumer-affairs Mississippi Office of the Attorney General Missouri Office of the Attorney Consumer Protection Division General - St Louis PO Box 22947 Consumer Protection Division Jackson, MS 39225-2947 815 Olive St., Suite 200 601-359-4230 St. Louis, MO 63101 Toll free: 1-800-281-4418 314-340-6816 www.ago.state.ms.us Toll free: 1-800-392-8222 : [email protected] www.ago.mo.gov

112 www.USA.gov t 113 STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES

Nevada Office of the Attorney Cape May County Consumer Affairs STATE, COUNTY, AND CITY Montana General - Reno 4 Moore Rd., DN 310 5420 Kietzke Lane, Suite 202 Cape May Court House, NJ 08210 State Office Reno, NV 89511 609-886-2903 Montana Department of Justice 775-687-2100 : [email protected] Office of Consumer Protection 702-486-3132 (Consumer Hotline) capemaycountynj.gov PO Box 200151 : [email protected] Cumberland County Department of Helena, MT 59620-0151 www.ag.nv.gov Consumer Affairs 406-444-4500 220 Laurel St. Toll free: 1-800-481-6896 New Hampshire Bridgeton, NJ 08302 : [email protected] 856-451-0925 dojmt.gov/consumer State Office 851-453-2203 New Hampshire Office of the www.co.cumberland.nj.us Nebraska Attorney General Essex County Division of Citizen Consumer Protection and Antitrust State Office Services Bureau Consumer Advocate Nebraska Office of the Attorney 33 Capitol St. General 50 S. Clinton St., Suite 5400 Concord, NH 03301 East Orange, NJ 07018 Consumer Protection Division 603-271-3643 2115 State Capitol 973-395-8360 603-271-3641 (Consumer Hotline) www.essex-countynj.org Lincoln, NE 68509 Toll free: 1-888-468-4454 402-471-2682 TTY: 1-800-735-2964 Gloucester County Office of Toll free: 1-800-727-6432 : [email protected] Consumer Affairs and Weights & Measures Toll free: 1-888-850-7555 (in Spanish) www.doj.nh.gov/consumer : [email protected] 254 County House Rd. www.ago.nebraska.gov New Jersey Clarksboro, NJ 08020 856-384-6855 Nevada State Office www.co.gloucester.nj.us/depts/c/ cpwm/default.asp New Jersey Department of Law and State Offices Public Safety Hudson County Division of Nevada Department of Business and Division of Consumer Affairs Consumer Protection Industry PO Box 45025 567 Pavonia Ave., 4th Floor Consumer Affairs Newark, NJ 07101 Jersey City, NJ 07306 555 E. Washington Ave., Suite 4900 973-504-6200 201-795-6295 Las Vegas, NV 89101 Toll free: 1-800-242-5846 : [email protected] 702-486-2750 : [email protected]. www.hudsoncountynj.org/ Toll free: 1-844-594-7275 state.nj.us consumer-affairs : [email protected] www.njconsumeraffairs.gov Mercer County Office of Consumer consumeraffairs.nv.gov County Offices Affairs Nevada Office of the Attorney 640 S. Broad St. Bergen County Office of Consumer General - Carson City PO Box 8068 Protection 100 N. Carson St. Trenton, NJ 08650-0068 One Bergen County Plaza Carson City, NV 89701 609-989-6671 Hackensack, NJ 07601 775-684-1100 www.mercercounty.org 201-336-6400 702-486- 3132 (Consumer Hotline) www.co.bergen.nj.us Middlesex County Division of : [email protected] Consumer Affairs and Weights & www.ag.nv.gov Burlington County Office of Measures Consumer Affairs/Weights & 711 Jersey Ave. Nevada Office of the Attorney Measures General - Las Vegas New Brunswick, NJ 08901 15 Pioneer Blvd. 555 E. Washington Ave., Suite 3900 732-745-3875 Westampton, NJ 08060 Las Vegas, NV 89101 732-745-3872 609-265-5054 702-486-3420 : [email protected] 609-265-5098 702-486-3132 (Consumer Hotline) www.co.middlesex.nj.us/ : [email protected] : [email protected] Government/Departments/PSH/ www.co.burlington.nj.us www.ag.nv.gov Pages/Office_Inspections.aspx

112 1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 113 STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES

Monmouth County Division of Office of the Attorney General - Nassau Regional Office of the Consumer Affairs Albany Attorney General Hall of Records Annex Consumer Frauds Bureau 200 Old Country Rd., Suite 240 1 E. Main St. State Capitol Mineola, NY 11501 Freehold, NJ 07728 Albany, NY 12224-0341 516-248-3301 732-431-7900 518-776-2307 Toll free: 1-800-771-7755 : [email protected]. Toll free: 1-800-771-7755 TTY: 1-800-788-9898 nj.us TTY: 1-800-788-9898 www.ag.ny.gov www.visitmonmouth.com www.ag.ny.gov Plattsburgh Regional Office of the Ocean County Department of Office of the Attorney General - New Attorney General Consumer Affairs York City 43 Durkee St., Suite 700 1027 Hooper Ave., Bldg. 2 Consumer Frauds Bureau Plattsburgh, NY 12901 Toms River, NJ 08754 120 Broadway, 3rd Floor 518-562-3282 732-929-2105 (Consumer Affairs) New York, NY 10271-0332 Toll free: 1-800-771-7755 732-929-2166 (Weights & Measures) 212-416-8300 TTY: 1-800-788-9898 : OceanCountyConsumerAffairs@ Toll free: 1-800-771-7755 www.ag.ny.gov co.ocean.nj.us TTY: 1-800-788-9898 Poughkeepsie Regional Office of the www.co.ocean.nj.us/Consumer www.ag.ny.gov Attorney General Passaic County Department of Regional Offices One Civic Center Plaza, Suite 401 Consumer Protection and Weights & Binghamton Regional Office of the Poughkeepsie, NY 12601 Measures Attorney General 845-485-3900 1310 Route 23 N State Office Building, 17th Floor Toll free: 1-800-771-7755 Wayne, NJ 07470 44 Hawley St. TTY: 1-800-788-9898 973-305-5881 Binghamton, NY 13901 www.ag.ny.gov www.passaiccountynj.org 607-251-2770 Rochester Regional Office of the Union County Department of Public Toll free: 1-800-771-7755 Attorney General Safety TTY: 1-800-788-9898 144 Exchange Blvd., Suite 200 Office of Consumer Affairs www.ag.ny.gov Rochester, NY 14614 300 North Ave., E Brooklyn Regional Office of the 585-546-7430 Westfield, NJ 07090 Attorney General Toll free: 1-800-771-7755 908-654-9840 55 Hanson Pl., Suite 1080 TTY: 1-800-788-9898 www.ucnj.org Brooklyn, NY 11217 www.ag.ny.gov 718-560-2040 Suffolk Regional Office of the New Mexico Toll free: 1-800-771-7755 Attorney General TTY: 1-800-788-9898 300 Motor Pkwy., Suite 230 State Office www.ag.ny.gov Hauppauge, NY 11788 New Mexico Office of Attorney Buffalo Regional Office of the 631-231-2401 General Attorney General Toll free: 1-800-771-7755 Consumer Protection Division Main Place Tower, Suite 300A TTY: 1-800-788-9898 PO Drawer 1508 350 Main St. www.ag.ny.gov Santa Fe, NM 87504-1508 Buffalo, NY 14202 Syracuse Regional Office of the 505-490-4060 (Santa Fe) 716-853-8404 Attorney General 505-717-3500 (Albuquerque) Toll free: 1-800-771-7755 615 Erie Blvd. W, Suite 104 575-339-1120 (Las Cruces) TTY: 1-800-788-9898 Syracuse, NY 13204 Toll free: 1-800-678-1508 www.ag.ny.gov 315-448-4848 www.nmag.gov Harlem Regional Office of the Toll free: 1-800-771-7755 TTY: 1-800-788-9898 New York Attorney General 163 W. 125th St., Suite 1324 www.ag.ny.gov State Offices New York, NY 10027 Utica Regional Office of the Attorney General New York Department of State 212-364-6010 207 Genesee St., Room 508 Division of Consumer Protection Toll free: 1-800-771-7755 Utica, NY 13501 Consumer Assistance Unit TTY: 1-800-788-9898 315-864-2000 99 Washington Ave. www.ag.ny.gov Toll free: 1-800-771-7755 Albany, NY 12231 TTY: 1-800-788-9898 518-474-8583 www.ag.ny.gov Toll free: 1-800-697-1220 www.dos.ny.gov/ consumerprotection

114 www.USA.gov t 115 STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES

Watertown Regional Office of the Rockland County Office of Yonkers Consumer Protection STATE, COUNTY, AND CITY Attorney General Consumer Protection and Weights & Bureau Dulles State Office Building Measures 87 Nepperhan Ave., Room 212 317 Washington St. 18 New Hempstead Rd. Yonkers, NY 10701 Watertown, NY 13601 New City, NY 10956 914-377-3000 315-523-6080 845-708-7600 www.yonkersny.gov Toll free: 1-800-771-7755 www.rocklandgov.com/ TTY: 1-800-788-9898 departments/consumer- North Carolina www.ag.ny.gov protection-weights-and-measures Westchester Regional Office of the Schenectady County Department State Offices Attorney General of Consumer Affairs/Bureau of North Carolina Department of 44 S. Broadway Weights & Measures Agriculture and Consumer Services White Plains, NY 10601 64 Kellar Ave. 1001 Mail Service Center 914-422-8794 Schenectady, NY 12306 Raleigh, NC 27699-1001 Toll free: 1-800-771-7755 518-356-7473 919-707-3000 TTY: 1-800-788-9898 518-356-6795 www.ncagr.gov www.ag.ny.gov www.schenectadycounty.com North Carolina Office of the Attorney County Offices Ulster County Consumer Affairs General Albany County Department of 380 Boulevard Consumer Protection Division Consumer Affairs Kingston, NY 12401 Mail Service Center 9001 Raleigh, NC 27699-9001 Consumer Affairs 845-340-3260 919-716-6000 112 State St., Room 1212 ulstercountyny.gov/consumer- 919-716-0058 (in Spanish) Albany, NY 12207 fraud Toll free: 1-877-566-7226 518-447-7581 Westchester County Department of www.ncdoj.gov : consumer_complaints@ Consumer Protection albanycounty.com 148 Martine Ave., Room 407 North Dakota www.albanycounty.com White Plains, NY 10601 914-995-2155 Nassau County Office of Consumer State Office Affairs : [email protected] consumer.westchestergov.com North Dakota Office of the Attorney 240 Old Country Rd., 3rd Floor General City Offices Mineola, NY 11501 Consumer Protection 516-571-2600 Mt. Vernon Office of Consumer Gateway Professional Center www.nassaucountyny.gov Affairs/Bureau of Weights and 1050 E. Interstate Ave., Suite 200 Orange County Department of Measures Bismarck, ND 58503 Consumer Affairs and Weights & City Hall 701-328-3404 Measures One Roosevelt Square Toll free: 1-800-472-2600 4 Glenmere Cove Rd., Room 39 Mt. Vernon, NY 10550 TTY: 1-800-366-6888 Goshen, NY 10924 914-665-2433 : [email protected] 845-360-6700 cmvny.com/departments/ www.ag.nd.gov www.co.orange.ny.us consumer-affairs Putnam County Department of New York City Department of Ohio Consumer Affairs Consumer Affairs Donald. B. Smith County Government Consumer Services Division State Office Campus 42 Broadway, 9th Floor Ohio Office of the Attorney General 110 Old Route 6, Bldg. 3 New York, NY 10004 Consumer Protection Section Carmel, NY 10512 212-639-9675 30 E. Broad St., 14th Floor 845-808-1617 TTY: 212-504-4115 Columbus, OH 43215 : PutnamConsumerAffairs@ www.nyc.gov/consumers 614-466-4986 putnamcountyny.gov Town of Colonie Attorney Toll free: 1-800-282-0515 www.putnamcountyny.com/ Consumer Protection Board www.ohioattorneygeneral.gov consumer-affairs Memorial Town Hall County Offices 534 Loudon Rd. Cuyahoga County Department of Newtonville, NY 12128 Consumer Affairs 518-783-2790 2079 E. 9th St. www.colonie.org/attorney Cleveland, OH 44115 216-443-7035 consumeraffairs.cuyahogacounty. us

114 1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 115 STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES

Summit County Office of Consumer Regional Offices Puerto Rico Affairs Erie Regional Office of the Attorney Ohio Building General State Office 175 S. Main St., Suite 209 Bureau of Consumer Protection Puerto Rico Department of Akron, OH 44308 4801 Atlantic Ave. Consumer Affairs 330-643-2879 Erie, PA 16506 Ave. José De Diego, Pda. 22 : [email protected] 814-871-4371 Centro Gubernamental Minillas consumeraffairs.summitoh.net www.attorneygeneral.gov Edificio Torre Norte, Piso 7 Philadelphia Regional Office of the Oklahoma San Juan, PR 00940 Attorney General 787-722-7555 State Offices Bureau of Consumer Protection daco.pr.gov 21 S. 12th St., 2nd Floor Oklahoma Department of Consumer Philadelphia, PA 19107 Rhode Island Credit 215-560-2414 3613 N.W. 56th St., Suite 240 www.attorneygeneral.gov State Office Oklahoma City, OK 73112 Pittsburgh Regional Office of the 405-521-3653 Rhode Island Department of the Attorney General Toll free: 1-800-448-4904 Attorney General www.ok.gov/okdocc Bureau of Consumer Protection Consumer Protection Unit Manor Complex, 6th Floor 150 S. Main St. Oklahoma Office of the Attorney 564 Forbes Ave. Providence, RI 02903 General Pittsburgh, PA 15219 401-274-4400 Public Protection Unit 412-565-5135 : [email protected] 313 N.E. 21st St. www.attorneygeneral.gov www.riag.state.ri.us Oklahoma City, OK 73105 Scranton Regional Office of the 405-521-3921 (Oklahoma City) Attorney General South Carolina 918-581-2885 (Tulsa) www.oag.ok.gov Bureau of Consumer Protection 417 Lackawanna Ave. State Office Oregon Scranton, PA 18503 South Carolina Department of 570-963-4913 Consumer Affairs State Office www.attorneygeneral.gov PO Box 5757 Columbia, SC 29250 Oregon Department of Justice State College Regional Office of the 803-734-4200 Consumer Protection Section Attorney General Toll free: 1-800-922-1594 1162 Court St., NE Bureau of Consumer Protection www.consumer.sc.gov Salem, OR 97301 444 E. College Ave., Suite 440 State College, PA 16801 503-378-4320 (Salem) South Dakota 503-229-5576 (Portland) 814-863-3900 www.attorneygeneral.gov Toll free: 1-877-877-9392 State Office TTY: 1-800-735-2900 County Offices South Dakota Office of the Attorney : [email protected] Bucks County Department of General www.doj.state.or.us/consumer Consumer Protection/Weights and Division of Consumer Protection Measures Pennsylvania 1302 E. Hwy. 14, Suite 3 1260 Almshouse Rd., 1st Floor Pierre, SD 57501 Doylestown, PA 18901 State Office 605-773-4400 215-348-6060 Toll free: 1-800-300-1986 Pennsylvania Office of the Attorney Toll free: 1-800-942-2669 TTY: 605-773-6585 General : consumerprotection@buckscounty. : [email protected] Bureau of Consumer Protection org atg.sd.gov Strawberry Square, 15th Floor www.buckscounty.org Harrisburg, PA 17120 Delaware County Consumer Affairs 717-787-3391 Government Center Building Toll free: 1-800-441-2555 201 W. Front St. Toll free: 1-888-520-6680 (Home Media, PA 19063 Contractors) 610-891-4865 : [email protected] : [email protected] www.attorneygeneral.gov www.co.delaware.pa.us/ consumeraffairs

116 www.USA.gov t 117 STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES

Pharr Regional Office of the Attorney Vermont Office of the Attorney STATE, COUNTY, AND CITY Tennes see General General Consumer Protection Division Consumer Assistance Program State Offices 3508 N. Jackson Rd., Suite 1500 146 University Pl. Tennessee Department of Pharr, TX 78577 Burlington, VT 05405 Commerce and Insurance 956-682-4547 802-656-3183 Division of Consumer Affairs Toll free: 1-800-621-0508 Toll free: 1-800-649-2424 500 James Robertson Pkwy., 12th Floor www.texasattorneygeneral.gov : [email protected] Nashville, TN 37243 San Antonio Regional Office of the ago.vermont.gov 615-741-4737 Attorney General Toll free: 1-800-342-8385 Consumer Protection Division Virgin Islands : [email protected] 115 E. Travis St., Suite 925 www.tn.gov/consumer San Antonio, TX 78205 State Offices Tennessee Office of the Attorney 210-225-4191 Virgin Islands Department of General Toll free: 1-800-621-0508 Licensing and Consumer Affairs Consumer Advocate and Protection www.texasattorneygeneral.gov Golden Rock Shopping Center Division County Office 3000 Estate Golden Rock, Suite 9 PO Box 20207 St. Croix, VI 00820 Nashville, TN 37202-0207 Harris County District Attorney’s 340-713-3522 615-741-1671 Office www.dlca.vi.gov Consumer Fraud www.tn.gov/attorneygeneral Virgin Islands Department of 1201 Franklin St., Suite 600 Licensing and Consumer Affairs Houston, TX 77002 Texa s Property and Procurement Bldg. 713-274-5555 8201 Sub Base, Suite 1 State Office app.dao.hctx.net St. Thomas, VI 00802 Texas Office of the Attorney General Utah 340 714-3522 Consumer Protection Division www.dlca.vi.gov PO Box 12548 State Offices Austin, TX 78711-2548 Virginia 512-463-2185 Utah Department of Commerce Toll free: 1-800-621-0508 Division of Consumer Protection State Office 160 E. 300 S, 2nd Floor www.texasattorneygeneral.gov Virginia Office of the Attorney PO Box 146704 Regional Offices General Salt Lake City, UT 84114-6704 Consumer Protection Section Dallas Regional Office of the 801-530-6601 202 N. 9th St. Attorney General Toll free: 1-800-721-7233 Richmond, VA 23219 Consumer Protection Division : [email protected] 804-786-2042 1412 Main St., Suite 810 www.consumerprotection.utah. Toll free: 1-800-552-9963 Dallas, TX 75202 gov 214-969-7639 www.oag.state.va.us Utah Office of the Attorney General Toll free: 1-800-621-0508 Regional Offices PO Box 142320 www.texasattorneygeneral.gov Salt Lake City, UT 84114-2320 Northern Virginia Regional Office of El Paso Regional Office of the Toll free: 1-800-244-4636 the Attorney General Attorney General : [email protected] 10555 Main St., Suite 350 Consumer Protection Division attorneygeneral.utah.gov Fairfax, VA 22030 401 E. Franklin Ave., Suite 530 703-277-3540 El Paso, TX 79901 Vermont www.oag.state.va.us 915-834-5800 Southwest Regional Office of the Toll free: 1-800-621-0508 State Offices Attorney General www.texasattorneygeneral.gov Vermont Agency of Agriculture, 204 Abingdon Pl. Houston Regional Office of the Food, and Markets Abingdon, VA 24211 Attorney General Consumer Protection Section 276-628-2759 Consumer Protection Division 116 State St. www.oag.state.va.us 808 Travis St., Suite 1520 Montpelier, VT 05620 Western Regional Office of the Houston, TX 77002 802-828-2426 Attorney General 713-223-5886 : AGR.ConsumerProtection@state. 3033 Peters Creek Rd. Toll free: 1-800-621-0508 vt.us Roanoke, VA 24019 www.texasattorneygeneral.gov www.agriculture.vermont.gov 540-562-3570 www.oag.state.va.us

116 1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 117 STATE, COUNTY, AND CITY CONSUMER PROTECTION OFFICES

County Office Tacoma Regional Office of the Wyoming Fairfax County Department of Cable Attorney General Consumer Protection Division and Consumer Services State Office 12000 Government Center Pkwy. 1250 Pacific Ave., Suite 105 Wyoming Office of the Attorney Suite 433 Tacoma, WA 98401 General Fairfax, VA 22035 253-593-5243 Consumer Protection Unit 703-222-8435 Toll free: 1-800-551-4636 Kendrick Building www.fairfaxcounty.gov/dccs TTY: 1-800-833-6388 www.atg.wa.gov 2320 Capitol Ave. Cheyenne, WY 82002 Washington Vancouver Office of the Attorney 307-777-8962 General Toll free: 1-800-438-5799 State Office Consumer Protection Division : [email protected] Washington Office of the Attorney 1220 Main St., Suite 510 ag.wyo.gov/cpu General Vancouver, WA 98660 PO Box 40100 360-759-2100 1125 Washington St., SE Toll free: 1-800-551-4636 Olympia, WA 98504-0100 TTY: 1-800-833-6388 360-753-6200 www.atg.wa.gov Toll free: 1-800-551-4636 TTY: 1-800-833-6388 West Virginia www.atg.wa.gov State Office Regional Offices West Virginia Office of the Attorney Bellingham Regional Office of the General Attorney General Consumer Protection Division Consumer Protection Division PO Box 1789 103 E. Holly St., Suite 310 Charleston, WV 25326 Bellingham, WA 98225 304-558-8986 360-676-2037 Toll free: 1-800-368-8808 Toll free: 1-800-551-4636 : [email protected] TTY: 1-800-833-6388 www.ago.wv.gov www.atg.wa.gov Kennewick Regional Office of the Wisconsin Attorney General Consumer Protection Division State Offices 8127 W. Klamath Ct., Building 6, Suite A Wisconsin Department of Kennewick, WA 99336 Agriculture, Trade and Consumer 509-734-7285 Protection Toll free: 1-800-551-4636 Bureau of Consumer Protection TTY: 1-800-833-6388 PO Box 8911 www.atg.wa.gov 2811 Agriculture Dr. Seattle Regional Office of the Madison, WI 53708-8911 Attorney General 608-224-5012 Consumer Protection Division Toll free: 1-800-422-7128 800 5th Ave., Suite 2000 TTY: 608-224-5058 Seattle, WA 98104 : [email protected] 206-464-7744 datcp.wi.gov Toll free: 1-800-551-4636 Wisconsin Department of Justice TTY: 1-800-833-6388 Consumer Protection and Antitrust Unit www.atg.wa.gov PO Box 7857 Spokane Regional Office of the Madison, WI 53707-7857 Attorney General 608-266-1221 Consumer Protection Division Toll free: 1-800-998-0700 1116 W. Riverside Ave., Suite 100 www.doj.wisconsin.gov Spokane, WA 99201 509-456-3123 Toll free: 1-800-551-4636 TTY: 1-800-833-6388 www.atg.wa.gov

118 www.USA.gov t PB STATE BANKING AUTHORITIES

Contact Your Local Banking Authority District of Columbia The officials listed below regulate and supervise state-chartered banks. Many Department of Insurance, Securities of them handle or refer problems and complaints about other types of financial & Banking institutions as well. Some also answer general questions about banking and Consumer Services consumer credit. If you are dealing with a federally-chartered bank, check the 810 1st St., NE, Suite 701 directory of federal agencies on page 93. Also see the chart in the Banking Washington, DC 20002 section on page 8. 202-727-8000 : [email protected] Note: Toll free phone numbers may be restricted to use only within the state disb.dc.gov listed. STATEBANKING AUTHORITIES Florida

Alabama California Office of Financial Regulation Division of Financial Institutions State Banking Department Department of Business Oversight 200 E. Gaines St. Consumer Affairs Consumer Services Tallahassee, FL 32399 PO Box 4600 1515 K St., Suite 200 850-487-9687 Montgomery, AL 36103 Sacramento, CA 95814 www.flofr.com 334-242-3452 916-327-7585 Toll free: 1-866-465-2279 Toll free: 1-866-275-2677 Georgia www.banking.alabama.gov www.dbo.ca.gov Department of Banking and Finance Alaska Colorado 2990 Brandywine Rd., Suite 200 Atlanta, GA 30341 Department of Commerce, Department of Regulatory Agencies 770-986-1633 Community & Economic Division of Banking Toll free: 1-888-986-1633 Development 1560 Broadway, Suite 975 www.dbf.georgia.gov Division of Banking and Securities Denver, CO 80202 PO Box 110807 303-894-7575 Hawaii Juneau, AK 99811 : [email protected] 907-465-2521 www.colorado.gov/dora/division- Department of Commerce and Toll free: 1-888-925-2521 banking Consumer Affairs TTY: 907-465-5437 Division of Financial Institutions : [email protected] Connecticut PO Box 2054 www.commerce.alaska.gov Honolulu, HI 96805 Department of Banking 808-586-2820 (Honolulu) Government Relations and Consumer Arizona 808-274-3141 (Kauai) Affairs 808-984-2400 (Maui) Department of Financial Institutions 260 Constitution Plaza 808-974-4000 (Hawaii) Consumer Affairs Hartford, CT 06103 Toll free: 1-800-468-4644 2910 N. 44th St., Suite 310 860-240-8299 : [email protected] Phoenix, AZ 85018 Toll free: 1-800-831-7225 www.cca.hawaii.gov/dfi 602-771-2800 Toll free: 1-877-472-8313 (Foreclosure Toll free: 1-800-544-0708 assistance hotline) Idaho : [email protected] www.ct.gov/dob www.azdfi.gov Department of Finance Delaware Financial Institutions Bureau Arkansas PO Box 83720 Office of the State Bank Boise, ID 83720 State Bank Department Commissioner 208-332-8000 400 Hardin Rd., Suite 100 555 E. Loockerman St., Suite 210 Toll free: 1-888-346-3378 Little Rock, AR 72211 Dover, DE 19901 : [email protected] 501-324-9019 302-739-4235 www.finance.idaho.gov : [email protected] : [email protected] banking.arkansas.gov www.banking.delaware.gov

PB 1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 119 STATE BANKING AUTHORITIES

Illinois Maine Mississippi

Department of Financial and Bureau of Financial Institutions Department of Banking and Professional Regulation Consumer Outreach Program Consumer Finance Division of Banking 36 State House Station PO Box 12129 320 W. Washington St. Augusta, ME 04333-0036 Jackson, MS 39236-2129 Springfield, IL 62786 207-624-8570 601-321-6901 Toll free: 1-844-768-1713 Toll free: 1-800-965-5235 Toll free: 1-800-844-2499 TTY: 1-866-325-4949 : [email protected] www.dbcf.state.ms.us www.idfpr.com www.maine.gov/pfr/ financialinstitutions Missouri Indiana Maryland Division of Finance Department of Financial Institutions Truman State Office Building, Room 630 30 S. Meridian St., Suite 300 Department of Labor, Licensing and Jefferson City, MO 65102 Indianapolis, IN 46204 Regulation 573-751-3242 317-232-3955 Commissioner of Financial Regulation : [email protected] Toll free: 1-800-382-4880 500 N. Calvert St., Suite 402 www.finance.mo.gov www.in.gov/dfi Baltimore, MD 21202 410-230-6077 Montana Iowa Toll free: 1-888-784-0136 : DLFRComplaints-DLLR@ Division of Banking and Financial Division of Banking maryland.gov Institutions 200 E. Grand Ave., Suite 300 www.dllr.state.md.us/finance PO Box 200546 Des Moines, IA 50309 Helena, MT 59620 515-281-4014 Massachusetts 406-841-2920 : [email protected] TTY: 406-841-2974 www.idob.state.ia.us Office of Consumer Affairs and : [email protected] Business Regulation www.banking.mt.gov Kansas Division of Banks Consumer Assistance Unit Nebraska Office of the State Bank 1000 Washington St., 10th Floor Commissioner Boston, MA 02118 Department of Banking and Finance 700 S.W. Jackson St., Suite 300 617-956-1500 Financial Institutions Division Topeka, KS 66603 Toll free: 1-800-495-2265 PO Box 95006 785-296-2266 TTY: 617-956-1577 Lincoln, NE 68509-5006 Toll free: 1-877-387-8523 www.mass.gov/dob 402-471-2171 : [email protected] Toll free: 1-877-471-3445 www.osbckansas.org Michigan www.ndbf.ne.gov

Kentucky Department of Insurance and Nevada Financial Services Department of Financial Institutions PO Box 30220 Department of Business and 1025 Capitol Center Dr., Suite 200 Lansing, MI 48909-7720 Industry Frankfort, KY 40601 517-284-8800 Financial Institutions Division 502-573-3390 Toll free: 1-877-999-6442 2785 E. Desert Inn Rd. Toll free: 1-844-354-0613 : [email protected] Las Vegas, NV 89121 : [email protected] www.michigan.gov/difs 702-486-4120 www.kfi.ky.gov Toll free: 1-866-858-8951 Minnesota : [email protected] Louisiana fid.nv.gov Department of Commerce Office of Financial Institutions Financial Institutions Division New Hampshire PO Box 94095 85 7th Pl. E, Suite 500 Baton Rouge, LA 70804-9095 St. Paul, MN 55101 State Banking Department 225-925-4660 651-539-1600 53 Regional Dr., Suite 200 Toll free: 1-888-525-9414 Toll free: 1-800-657-3602 Concord, NH 03301 : [email protected] : [email protected] 603-271-3561 www.ofi.state.la.us mn.gov/commerce Toll free: 1-800-437-5991 : [email protected] www.nh.gov/banking

120 www.USA.gov t 121 STATE BANKING AUTHORITIES

New Jersey Ohio South Carolina

Department of Banking and Department of Commerce Office of the Commissioner of Insurance Division of Financial Institutions Banking Consumer Inquiry and Response Center 77 S. High St., 21st Floor Board of Financial Institutions PO Box 040 Columbus, OH 43215 1205 Pendleton St., Suite 305 Trenton, NJ 08625 614-728-8400 Columbia, SC 29201 609-292-7272 Toll free: 1-866-278-0003 803-734-2001 Toll free: 1-800-446-7467 : [email protected] www.banking.sc.gov www.state.nj.us/dobi

www.com.ohio.gov/fiin STATEBANKING AUTHORITIES South Dakota New Mexico Oklahoma Department of Labor and Regulation Regulation and Licensing State Banking Department Division of Banking Department 2900 N. Lincoln Blvd. 1601 N. Harrison Ave., Suite 1 Financial Institutions Division Oklahoma City, OK 73105 Pierre, SD 57501 2550 Cerrillos Rd., 3rd Floor 405-521-2782 605-773-3421 Santa Fe, NM 87505 www.ok.gov/banking : [email protected] 505-476-4885 dlr.sd.gov/banking www.rld.state.nm.us/ Oregon financialinstitutions Tennes see Department of Consumer and New York Business Services Department of Financial Institutions Division of Financial Regulation Tennessee Tower, 26th Floor Department of Financial Services- PO Box 14480 312 Rosa L. Parks Ave. Main Office Salem, OR 97309 Nashville, TN 37243 One State St. 503-378-4140 615-253-2023 New York, NY 10004-1511 Toll free: 1-866-814-9710 Toll free: 1-800-778-4215 212-480-6400 : [email protected] : [email protected] www.dfs.ny.govt dfcs.oregon.gov www.tennessee.gov/tdfi Department of Financial Services Consumer Assistance Unit Pennsylvania Texa s 1 Commerce Plaza Albany, NY 12257 Department of Banking and Department of Banking Securities 212-480-6400 Consumer Assistance Toll free: 1-800-342-3736 Consumer Services 2601 N. Lamar Blvd. www.dfs.ny.gov 17 N. Second St., Suite 1300 Austin, TX 78705 Harrisburg, PA 17101 512-475-1300 North Carolina 717-787-1854 Toll free: 1-877-276-5554 Toll free: 1-800-600-0007 : [email protected]. Commissioner of Banks TTY: 1-800-679-5070 gov 4309 Mail Service Center www.dobs.pa.gov www.dob.texas.gov Raleigh, NC 27699-4309 919-733-3016 Puerto Rico Utah www.nccob.gov Office of the Commissioner of Department of Financial Institutions Financial Institutions North Dakota PO Box 146800 PO Box 11855 Salt Lake City, UT 84114-6800 Department of Financial Institutions San Juan, PR 00910-3855 801-538-8830 2000 Schafer St., Suite G 787-723-3131 : [email protected] Bismarck, ND 58501 www.ocif.gobierno.pr www.dfi.utah.gov/financial- 701-328-9933 institutions TTY: 1-800-366-6888 Rhode Island : [email protected] Department of Business Regulation www.nd.gov/dfi Division of Banking 1511 Pontiac Ave., Bldg. 68-2 Cranston, RI 02920 401-462-9500 www.dbr.state.ri.us

120 1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 121 STATE BANKING AUTHORITIES

Vermont Wyoming

Department of Financial Regulation Department of Audit Banking Division Division of Banking 89 Main St. Herschler Building, 3rd Floor, East Montpelier, VT 05620 122 W. 25th St. 802-828-3301 Cheyenne, WY 82002 Toll free: 1-888-568-4547 307-777-7797 : [email protected] : WyomingBankingDivision@wyo. www.dfr.vermont.gov gov audit.wyo.gov Virgin Islands

Office of the Lieutenant Governor Division of Banking and Insurance 1131 King St., Suite 101 Christiansted, St. Croix, VI 00820 340-773-6459 ltg.gov.vi

Virginia

State Corporation Commission Bureau of Financial Institutions PO Box 640 Richmond, VA 23218-0640 804-371-9657 Toll free: 1-800-552-7945 : [email protected] www.scc.virginia.gov/bfi

Washington

Department of Financial Institutions Division of Consumer Services PO Box 41200 Olympia, WA 98504-1200 360-902-8703 Toll free: 1-877-746-4334 TTY: 360-664-8126 www.dfi.wa.gov

West Virginia

Division of Financial Institutions 900 Pennsylvania Ave., Suite 306 Charleston, WV 25302 304-558-2294 www.dfi.wv.gov

Wisconsin

Department of Financial Institutions Division of Banking Bureau of Consumer Affairs PO Box 8041 Madison, WI 53708-8041 608-264-7969 www.wdfi.org

122 www.USA.gov t PB STATE INSURANCE REGULATORS

Contact Your Local Insurance Regulator Delaware The offices listed below enforce laws and regulations for each type of Insurance Department insurance. Many of these offices can also provide you with information to help Consumer Services you make informed insurance-buying decisions. See the Insurance section in 841 Silver Lake Blvd. Part I of this Handbook for advice (p. 31). Dover, DE 19904 If you have a question or complaint about your insurance company’s policies, 302-674-7310 contact the company before you contact your state insurance regulator. Toll free: 1-800-282-8611 : [email protected] Note: Toll free phone numbers may be restricted to use only within the state listed. www.delawareinsurance.gov

District of Columbia Alabama California Department of Insurance, Securities Department of Insurance Department of Insurance and Banking Consumer Services Consumer Services Division Consumer Services PO Box 303351 300 Capitol Mall, Suite 1700 810 First St., NE, Suite 701 Montgomery, AL 36130-3351 Sacramento, CA 95814 Washington, DC 20002 334-241-4141 Toll free: 1-800-927-4357 202-727-8000 : ConsumerServices@insurance. TTY: 1-800-482-4833 : [email protected] alabama.gov www.insurance.ca.gov disb.dc.gov

www.aldoi.gov Department of Managed Health Care STATE INSURANCE REGULATORS California Help Center Florida Alaska 980 9th St., Suite 500 Sacramento, CA 95814 Office of Insurance Regulation Department of Commerce, Toll free: 1-888-466-2219 Consumer Services Community and Economic 200 E. Gaines St. Development TTY: 1-877-688-9891 www.dmhc.ca.gov Tallahassee, FL 32399 Division of Insurance 850-413-3140 Consumer Services Colorado www.floir.com 550 W. 7th Ave., Suite 1560 Anchorage, AK 99501 Department of Regulatory Agencies Georgia 907-269-7900 Division of Insurance Toll free: 1-800-467-8725 1560 Broadway, Suite 850 Insurance and Safety Fire Commissioner : [email protected] Denver, CO 80202 www.commerce.alaska.gov/web/ 303-894-7490 Consumer Services ins Toll free: 1-800-930-3745 2 Martin Luther King, Jr., Dr. : [email protected] West Tower, Suite 716 Arizona www.dora.colorado.gov/insurance Atlanta, GA 30334 404-656-2070 Department of Insurance Connecticut Toll free: 1-800-656-2298 Consumer Services www.oci.ga.gov 2910 N. 44th St., Suite 210 Insurance Department Phoenix, AZ 85018 Consumer Affairs Hawaii 602-364-2499 PO Box 816 Department of Commerce and 602-364-2977 (in Spanish) Hartford, CT 06142-0816 Consumer Affairs Toll free: 1-800-325-2548 860-297-3900 Insurance Division : [email protected] Toll free: 1-800-203-3447 PO Box 3614 www.insurance.az.gov : [email protected] Honolulu, HI 96811 www.ct.gov/cid Arkansas 808-586-2790 (Honolulu) 808-974-4000 (Hawaii) Insurance Department 808-274-3141 (Kauai) Consumer Services 808-984-2400 (Maui) 1200 W. 3rd St. Toll free: 1-800-468-4644 Little Rock, AR 72201 : [email protected] 501-371-2640 www.cca.hawaii.gov/ins Toll free: 1-800-852-5494 : insurance.consumers@arkansas. gov www.insurance.arkansas.gov PB 1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 123 STATE INSURANCE REGULATORS

Idaho Kentucky Massachusetts

Department of Insurance Department of Insurance Office of Consumer Affairs & Consumer Services Consumer Protection Division Business Regulation 700 W. State St., 3rd Floor PO Box 517 Division of Insurance Boise, ID 83720-0043 Frankfort, KY 40602-0517 Consumer Services Section 208-334-4319 502-564-6034 1000 Washington St., Suite 810 Toll free: 1-800-721-3272 Toll free: 1-800-595-6053 Boston, MA 02118 : [email protected] TTY: 1-800-648-6056 617-521-7794 www.doi.idaho.gov : [email protected] Toll free: 1-877-563-4467 insurance.ky.gov TTY: 1-800-720-3480 Illinois : [email protected] Louisiana www.mass.gov/doi Illinois Department of Insurance 320 W. Washington St. Department of Insurance Michigan Springfield, IL 62767 Office of Consumer Advocacy 217-782-4515 PO Box 94214 Department of Insurance and Toll free: 1-877-527-9431 Baton Rouge, LA 70804-9214 Financial Services Toll free: 1-866-445-5364 225-219-4775 PO Box 30220 TTY: 1-866-323-5321 225-342-5900 Lansing, MI 48909 : [email protected] Toll free: 1-800-259-5301 517-284-8800 insurance.illinois.gov : [email protected] Toll free: 1-877-999-6442 www.ldi.louisiana.gov : [email protected] Indiana www.michigan.gov/difs Maine Department of Insurance Minnesota Consumer Services Department of Professional and 311 W. Washington St., Suite 300 Financial Regulation Department of Commerce Indianapolis, IN 46204 Bureau of Insurance Insurance Division 317-232-2395 34 State House Station 85 7th Pl. E, Suite 500 Toll free: 1-800-622-4461 Augusta, ME 04333 St. Paul, MN 55101 : [email protected] 207-624-8475 651-539-1600 www.in.gov/idoi Toll free: 1-800-300-5000 Toll free: 1-800-657-3602 : [email protected] : [email protected] Iowa www.maine.gov/pfr/insurance mn.gov/commerce/consumers/ your-insurance Insurance Division Maryland Market Regulation Bureau Mississippi 601 Locust St., 4th Floor Insurance Administration Des Moines, IA 50309 Consumer Division Insurance Department 515-281-6348 200 St. Paul Pl., Suite 2700 Consumer Services Division Toll free: 1-877-955-1212 Baltimore, MD 21202 PO Box 79 www.iid.state.ia.us 410-468-2000 Jackson, MS 39205-0079 Toll free: 1-800-492-6116 601-359-3569 Kansas TTY: 1-800-735-2258 Toll free: 1-800-562-2957 www.insurance.maryland.gov/ : [email protected] Insurance Department Consumer www.mid.ms.gov Consumer Assistance Division 420 S.W. 9th St. Missouri Topeka, KS 66612 785-296-7829 Department of Insurance, Financial, Toll free: 1-800-432-2484 and Professional Registration TTY: 1-877-235-3151 Consumer Affairs Division : [email protected] PO Box 690 www.ksinsurance.org Jefferson City, MO 65102-0690 Toll free: 1-800-726-7390 TTY: 573-526-4536 : consumeraffairs@insurance. mo.gov www.insurance.mo.gov

124 www.USA.gov t 125 STATE INSURANCE REGULATORS

Montana New Jersey Ohio

Commissioner of Securities and Department of Banking and Department of Insurance Insurance Insurance Consumer Affairs Insurance Division Consumer Inquiries and Complaints 50 W. Town St., Suite 300 840 Helena Ave. PO Box 471 Columbus, OH 43215 Helena, MT 59601 Trenton, NJ 08625-0471 614-644-2658 406-444-2040 609-292-7272 Toll free: 1-800-686-1526 Toll free: 1-800-332-6148 Toll free: 1-800-446-7467 Toll free: 1-800-686-1527 (Fraud Hotline) TTY: 406-444-3426 www.state.nj.us/dobi TTY: 614-644-3745 www.csimt.gov www.insurance.ohio.gov New Mexico Nebraska Oklahoma Superintendent of Insurance Department of Insurance Consumer Assistance Bureau Insurance Department Consumer Affairs PO Box 1689 Consumer Assistance PO Box 82089 Santa Fe, NM 87504-1689 Five Corporate Plaza Lincoln, NE 68501-2089 505-827-4601 3625 N.W. 56th St., Suite 100 402-471-2201 Toll free: 1-855-427-5674 Oklahoma City, OK 73112 Toll free: 1-877-564-7323 www.osi.state.nm.us 405-521-2991 TTY: 1-800-833-7352 Toll free: 1-800-522-0071

: DOI.ConsumerAffairs@nebraska. New York www.ok.gov/oid STATESTATE INSURANCE REGULATORS INSURANCE REGULATORS gov www.doi.ne.gov Department of Financial Services Oregon Insurance Department Nevada Consumer Assistance Unit Division of Financial Regulation One Commerce Plaza Insurance Division Department of Business and Albany, NY 12257 PO Box 14480 Industry 212-480-6400 Salem, OR 97309-0405 Division of Insurance Toll free: 1-800-342-3736 503-947-7984 Consumer Services Section www.dfs.ny.gov Toll free: 1-888-877-4894 1818 E. College Pkwy., Suite 103 : [email protected] Carson City, NV 89706 North Carolina www.oregon.gov/dcbs/insurance/ 775-687-0700 Pages/aboutus.aspx Toll free: 1-888-872-3234 Department of Insurance : [email protected] Consumer Services Pennsylvania doi.nv.gov 1201 Mail Service Center Nevada Department of Business and Raleigh, NC 27699-1201 Insurance Department Industry 919-807-6750 Consumer Services Division of Insurance Toll free: 1-855-408-1212 1209 Strawberry Square Consumer Services and Enforcement www.ncdoi.com Harrisburg, PA 17120 2501 E. Sahara Ave., Suite 302 717-783-2153 Las Vegas, NV 89104 North Dakota Toll free: 1-877-881-6388 TTY: 717-783-3898 702-486-4009 Insurance Department Toll free: 1-888-872-3234 www.insurance.pa.gov Consumer Assistance Center doi.nv.gov 1701 S. 12th St. Puerto Rico Bismarck, ND 58504 New Hampshire 701-328-2440 Office of the Commissioner of Insurance Department Toll free: 1-800-247-0560 Insurance Consumer Services Division TTY: 1-800-366-6888 B5 Calle Tabonuco, Suite 216 PMB 356 21 S. Fruit St., Suite 14 : [email protected] Guaynabo, PR 00968-3029 Concord, NH 03301 www.nd.gov/ndins 787-304-8686 603-271-2261 www.ocs.gobierno.pr/ocspr Toll free: 1-800-852-3416 TTY: 1-800-735-2964 : [email protected] www.nh.gov/insurance

124 1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 125 STATE INSURANCE REGULATORS

Rhode Island Utah West Virginia

Department of Business Regulation Insurance Department Offices of the Insurance Insurance Division Consumer Service Commissioner 1511 Pontiac Ave., Bldg. 69-2 State Office Building, Suite 3110 Consumer Service Cranston, RI 02920 450 N. State St. PO Box 50540 401-462-9520 Salt Lake City, UT 84114 Charleston, WV 25305-0540 : [email protected] 801-538-3800 304-558-3386 www.dbr.state.ri.us Toll free: 1-800-439-3805 Toll free: 1-888-879-9842 TTY: 801-538-3826 TTY: 1-800-435-7381 South Carolina www.insurance.utah.gov : [email protected] www.wvinsurance.gov Department of Insurance Vermont Consumer Services Wisconsin PO Box 100105 Department of Financial Regulation Columbia, SC 29202-3105 Insurance Consumer Services Office of the Commissioner of 803-737-6180 89 Main St. Insurance Toll free: 1-800-768-3467 Montpelier, VT 05620-3101 PO Box 7873 : [email protected] 802-828-3302 Madison, WI 53707-7873 www.doi.sc.gov Toll free: 1-800-964-1784 608-266-3585 : [email protected] Toll free: 1-800-236-8517 South Dakota www.dfr.vermont.gov : [email protected] oci.wi.gov Department of Labor and Regulation Virgin Islands Division of Insurance Wyoming 124 S. Euclid Ave., 2nd Floor Division of Banking and Insurance Pierre, SD 57501 5049 Kongens Gade Department of Insurance 605-773-3563 St. Thomas, VI 00802 Consumer Affairs Section : [email protected] 340-774-7166 106 E. 6th Ave. www.dlr.sd.gov/insurance ltg.gov.vi Cheyenne, WY 82001 307-777-7402 Tennes see Virginia Toll free: 1-800-438-5768 doi.wyo.gov Department of Commerce and State Corporation Commission Insurance Bureau of Insurance Consumer Insurance Services PO Box 1157 500 James Robertson Pkwy. Richmond, VA 23218-1157 Nashville, TN 37243 804-371-9741 615-741-2218 Toll free: 1-877-310-6560 Toll free: 1-800-342-4029 TTY: 804-371-9206 www.tn.gov/commerce : [email protected]. gov Texa s www.scc.virginia.gov

Department of Insurance Washington Consumer Protection (111-1A) PO Box 149091 Office of the Insurance Austin, TX 78714-9091 Commissioner Toll free: 1-800-252-3439 Consumer Protection : [email protected] PO Box 40256 www.tdi.texas.gov Olympia, WA 98504-0256 360-725-7080 Toll free: 1-800-562-6900 TTY: 360-586-0241 www.insurance.wa.gov

126 www.USA.gov t PB STATE SECURITIES ADMINISTRATORS

Contact Your Local Securities Administrator Delaware State securities regulators protect the investing public. Each state has its own Department of Justice laws and regulations for securities brokers and securities, including stocks, Investor Protection Unit mutual funds, commodities, real estate, and more. The agencies listed below Carvel State Office Building, 5th Floor enforce these laws and regulations. They also license securities professionals, 820 N. French St. register securities, and investigate consumer complaints. While these Wilmington, DE 19801 agencies do not provide investment advice, many of them offer educational 302-577-8424 resources so investors can make informed investment decisions. : [email protected] www.attorneygeneral.delaware. Contact the company involved if you have a question or complaint about an gov/fraud/ipu investment. If you are not satisfied with the response you get, contact your state securities administrator. District of Columbia Note: Toll free phone numbers may be restricted to use only within the state listed. Department of Insurance, Securities and Banking Consumer Services Alabama Arkansas 810 1st St., NE, Suite 701 Washington, DC 20002 Securities Commission Securities Department 202-727-8000 PO Box 304700 Heritage West Building, Suite 300 : [email protected] Montgomery, AL 36130-4700 201 E. Markham St. disb.dc.gov 334-242-2984 Little Rock, AR 72201 Toll free: 1-800-222-1253 501-324-9260 Florida : [email protected] Toll free: 1-800-981-4429 www.asc.state.al.us : [email protected] Office of Financial Regulation www.securities.arkansas.gov Division of Securities Alaska 200 E. Gaines St. California Tallahassee, FL 32399 Department of Commerce, 850-487-9687 Community, and Economic Department of Business Oversight www.flofr.com Development Consumer Services Division of Banking and Securities 1515 K St., Suite 200 Georgia

550 West 7th Ave., Suite 1850 Sacramento, CA 95814 STATESECURITIES ADMINISTRATORS Anchorage, AK 99501 Toll free: 1-866-275-2677 Secretary of State 907-269-8140 www.dbo.ca.gov Securities Division Toll free: 1-888-925-2521 2 Martin Luther King Dr., SE TTY: 907-465-5437 Colorado Suite 313, West Tower : [email protected] Atlanta, GA 30334 www.commerce.alaska.gov Department of Regulatory Agencies 404-654-6023 Division of Securities Toll free: 1-844-753-7825 Arizona 1560 Broadway, Suite 900 www.sos.ga.gov Denver, CO 80202 Corporation Commission 303-894-2320 Hawaii Securities Division : dora_securitieswebsite@state. 1300 W. Washington St., 3rd Floor co.us Department of Commerce and Phoenix, AZ 85007 www.colorado.gov/pacific/dora Consumer Affairs 602-542-4242 Business Registration Division Toll free: 1-866-837-4399 Connecticut Commissioner of Securities : [email protected] PO Box 40 www.azinvestor.gov Department of Banking Honolulu, HI 96810 Securities and Business Investments 808-586-2744 (Honolulu) Division 808-274-3141 (Kauai) 260 Constitution Plaza 808-984-2400 (Maui) Hartford, CT 06103-1800 808-974-4000 (Hawaii) 860-240-8230 Toll free: 1-800-468-4644 (Lanai and Toll free: 1-800-831-7225 Molokai) www.ct.gov/dob Toll free: 1-877-447-2267 (Scams) : [email protected] www.cca.hawaii.gov/sec

PB 1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 127 STATE SECURITIES ADMINISTRATORS

Idaho Kentucky Michigan

Department of Finance Department of Financial Institutions Department of Licensing and Securities Bureau Securities Division Regulatory Affairs PO Box 83720 1025 Capitol Center Dr., Suite 200 Securities Division Boise, ID 83720 Frankfort, KY 40601 PO Box 30018 208-332-8000 502-573-3390 Lansing, MI 48909 Toll free: 1-888-346-3378 Toll free: 1-800-223-2579 517-335-5237 : [email protected] : [email protected] : LARA-CSCL-Securities-Audit@ www.finance.idaho.gov www.kfi.ky.gov michigan.gov www.michigan.gov/securities Illinois Louisiana Minnesota Secretary of State Office of Financial Institutions Securities Department Securities Division Department of Commerce 421 E. Capitol Ave., 2nd Floor 8660 United Plaza Blvd., 2nd Floor Securities Unit Springfield, IL 62701 Baton Rouge, LA 70809 85 7th Pl. E, Suite 500 217-782-2256 225-925-4512 St. Paul, MN 55101 www.cyberdriveillinois.com/ Toll free: 1-877-516-3653 651-539-1638 departments/securities/home.html : [email protected] : [email protected] Secretary of State www.ofi.state.la.us mn.gov/commerce Securities Department 69 W. Washington St., Room 1220 Maine Mississippi Chicago, IL 60602 Department of Professional and Secretary of State 312-793-3384 Financial Regulation Securities Division www.cyberdriveillinois.com/ Office of Securities PO Box 136 departments/securities/home.html 121 State House Station Jackson, MS 39205-0136 Indiana Augusta, ME 04333 601-359-1334 207-624-8551 www.sos.ms.gov Secretary of State Toll free: 1-877-624-8551 Securities Division www.maine.gov/pfr/securities Missouri 302 W. Washington St., Room E111 Office of the Secretary of State Indianapolis, IN 46204 Maryland Investor Protection & Securities 317-232-6681 Office of the Attorney General 600 W. Main St. Toll free: 1-800-223-8791 Securities Division Jefferson City, MO 65101 www.in.gov/sos/securities/index. 200 Saint Paul Pl. 573-751-4136 htm Baltimore, MD 21202 Toll free: 1-800-721-7996 Iowa 410-576-6360 : [email protected] Toll free: 1-888-743-0023 www.sos.mo.gov/securities Securities Bureau TTY: 410-576-6372 601 Locust St., 4th Floor : [email protected] Montana Des Moines, IA 50309 www.marylandattorneygeneral. Office of the State Auditor 515-281-5705 gov/Pages/Securities/defaut.aspx Commissioner of Securities and : [email protected] Insurance iid.iowa.gov Massachusetts Securities Department Secretary of the Commonwealth Kansas 840 Helena Ave. Securities Division Helena, MT 59601 Office of the Securities McCormack Building One Ashburton 406-444-2040 Commissioner Pl., 17th Floor Toll free: 1-800-332-6148 109 S.W. 9th St., Suite 600 Boston, MA 02108 TTY: 406-444-3246 Topeka, KS 66612 617-727-3548 www.csimt.gov/securities 785-296-3307 Toll free: 1-800-269-5428 Toll free: 1-800-232-9580 TTY: 617-878-3889 www.ksc.ks.gov : [email protected] www.sec.state.ma.us/sct/sctidx. htm

128 www.USA.gov t 129 STATE SECURITIES ADMINISTRATORS

Nebraska New York Oregon

Department of Banking and Finance Office of the Attorney General Department of Consumer and Bureau of Securities Investor Protection Bureau Business Services PO Box 95006 120 Broadway, 23rd Floor Division of Finance and Corporate Lincoln, NE 68509-5006 New York, NY 10271 Securities 402-471-3445 212-416-8222 PO Box 14480 Toll free: 1-877-471-3445 : [email protected] Salem, OR 97309-0405 www.ndbf.ne.gov www.ag.ny.gov/bureau/investor- 503-378-4140 protection-bureau Toll free: 1-866-814-9710 Nevada : [email protected] North Carolina dfr.oregon.gov Office of the Secretary of State Securities Division Secretary of State Pennsylvania 555 E. Washington Ave., Suite 5200 Securities Division Las Vegas, NV 89101 PO Box 29622 Securities Commission 702-486-2440 Raleigh, NC 27626-0622 17 N. 2nd St., Suite 1300 : [email protected] 919-733-3924 Harrisburg, PA 17101 www.nvsos.gov Toll free: 1-800-688-4507 717-787-1854 : [email protected] Toll free: 1-800-722-2657 New Hampshire www.sosnc.gov/sec www.dobs.pa.gov/Consumers

Bureau of Securities Regulation North Dakota Puerto Rico 107 N. Main St., #204 Concord, NH 03301 Securities Department Office of the Commissioner of 603-271-1463 State Capitol, 5th Floor Financial Institutions Toll free: 1-800-994-4200 600 E. Boulevard Ave. Securities Division : [email protected] Bismarck, ND 58505 PO Box 11855 sos.nh.gov/sec_reg.aspx 701-328-2910 San Juan, PR 00910-3855 Toll free: 1-800-297-5124 787-723-3131 New Jersey : [email protected] : [email protected] www.nd.gov/securities www.ocif.gobierno.pr Office of the Attorney General Bureau of Securities Ohio Rhode Island STATESECURITIES ADMINISTRATORS 153 Halsey St., 6th Floor Newark, NJ 07102 Department of Commerce Department of Business Regulation 973-504-3600 Division of Securities Securities Division Toll free: 1-866-446-8378 77 S. High St., 22nd Floor 1511 Pontiac Ave. : [email protected] Columbus, OH 43215 Cranston, RI 02920 www.njconsumeraffairs.gov/bos 614-644-7381 401-462-9527 Toll free: 1-877-683-7841 : [email protected] New Mexico : securitiesgeneral.questions@com. www.dbr.state.ri.us state.oh.us Regulation and Licensing www.com.ohio.gov/secu South Carolina Department Securities Division Oklahoma Office of the Attorney General 2550 Cerrillos Rd., 3rd Floor Securities Division Santa Fe, NM 87504 Department of Securities PO Box 11549 505-476-4580 204 N. Robinson Ave., Suite 400 Columbia, SC 29211-1549 Toll free: 1-800-704-5533 Oklahoma City, OK 73102 803-734-9916 www.rld.state.nm.us/securities 405-280-7700 www.scag.gov/scsecurities www.securities.ok.gov South Dakota

Department of Labor and Regulation Division of Securities 124 S. Euclid Ave., Suite 104 Pierre, SD 57501 605-773-4823 www.dlr.sd.gov/securities

128 1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 129 STATE SECURITIES ADMINISTRATORS

Tennes see Washington

Department of Commerce and Department of Financial Institutions Insurance Division of Securities Securities Division PO Box 41200 500 James Robertson Pkwy., 8th Floor Olympia, WA 98504-1200 Nashville, TN 37243-0575 360-902-8760 615-741-2947 Toll free: 1-877-746-4334 Toll free: 1-800-863-9117 TTY: 360-664-8126 : [email protected] www.dfi.wa.gov tn.gov/commerce/section/ securities West Virginia

Texa s State Auditor’s Office Securities Commission State Securities Board 1900 Kanawha Blvd., E PO Box 13167 Building 1, Room W-100 Austin, TX 78711-3167 Charleston, WV 25305 512-305-8300 304-558-2251 www.ssb.texas.gov : [email protected] www.wvsao.gov/Securities Utah Wisconsin Department of Commerce Division of Securities Department of Financial Institutions PO Box 146760 Division of Securities Salt Lake City, UT 84114-6760 PO Box 1768 801-530-6600 Madison, WI 53701-1768 Toll free: 1-800-721-7233 608-266-1064 : [email protected] www.wdfi.org www.securities.utah.gov Wyoming Vermont Office of the Secretary of State Department of Financial Regulation Compliance Division Securities Division 2020 Carey Ave., Suite 700 89 Main St. Cheyenne, WY 82002 Montpelier, VT 05620 307-777-7370 802-828-3420 : [email protected] : [email protected] soswy.state.wy.us www.dfr.vermont.gov

Virginia

State Corporation Commission Division of Securities and Retail Franchising PO Box 1197 Richmond, VA 23218 804-371-9051 Toll free: 1-800-552-7945 TTY: 804-371-9206 : [email protected] www.scc.virginia.gov/srf

130 www.USA.gov t PB STATE UTILITIES COMMISSIONS

Contact Your Local Utilities Commission District of Columbia State utilities commissions regulate services and rates for gas, electricity, and Public Service Commission telephones in your state. In some states, the utility commissions regulate other Office of Consumer Services services such as water, transportation, and the moving of household goods. 1325 G St., NW, Suite 800 Rates for utilities and services provided between states are regulated by the Washington, DC 20005 federal government. 202-626-5120 Many utilities commissions handle consumer complaints. Sometimes, if they www.dcpsc.org receive a number of complaints about the same utility matter, they will conduct Florida investigations. Note: Toll free phone numbers may be restricted to use only within the state Public Service Commission listed. 2540 Shumard Oak Blvd. Tallahassee, FL 32399-0850 850-413-6100 Alabama California Toll free: 1-800-342-3552 TTY: 1-800-955-8771 Alabama Public Service Public Utilities Commission : [email protected] Commission Consumer Affairs Branch www.floridapsc.com Consumer Services 505 Van Ness Ave. PO Box 304260 San Francisco, CA 94102 Georgia Montgomery, AL 36130 415-703-2782 Public Service Commission 334-242-5218 Toll free: 1-800-649-7570 Toll free: 1-800-392-8050 TTY: 1-866-836-7825 Consumer Affairs Division www.psc.alabama.gov : [email protected] 244 Washington St., SW consumers.cpuc.ca.gov Atlanta, GA 30334 Alaska 404-656-4501 Colorado Toll free: 1-800-282-5813 Regulatory Commission : [email protected] Consumer Protection and Information Public Utilities Commission www.psc.state.ga.us Section Consumer Assistance Unit 701 W. 8th Ave., Suite 300 1560 Broadway, Suite 250 Hawaii Anchorage, AK 99501 Denver, CO 80202 Public Utilities Commission 907-276-6222 303-894-2000 Toll free: 1-800-390-2782 Toll free: 1-800-456-0858 465 S. King St., Room 103 TTY: 907-276-4533 : [email protected] Honolulu, HI 96813 : [email protected] www.colorado.gov/pacific/dora 808-586-2020 rca.alaska.gov : [email protected] Connecticut www.puc.hawaii.gov Arizona Department of Energy and Idaho Corporation Commission Environmental Protection Public Utilities Commission Utilities Division Public Utilities Regulatory Authority Consumer Services Consumer Affairs Unit Consumer Assistance 1200 W. Washington St. 10 Franklin Square PO Box 83720 Phoenix, AZ 85007 New Britain, CT 06051 Boise, ID 83720-0074 602-542-4251 Toll free: 1-800-382-4586 208-334-0369 Toll free: 1-800-432-0369 Toll free: 1-800-222-7000 TTY: 860-827-2837 STATE UTILITIES COMMISSIONS www.azcc.gov : [email protected] www.puc.idaho.gov www.ct.gov/pura Arkansas Illinois Delaware Public Service Commission Commerce Commission Consumer Services Division Public Service Commission Consumer Services Division PO Box 400 Cannon Building, Suite 100 527 E. Capitol Ave. Little Rock, AR 72203-0400 861 Silver Lake Blvd. Springfield, IL 62701 501-682-1718 Dover, DE 19904 217-782-2024 Toll free: 1-800-482-1164 302-736-7500 Toll free: 1-800-524-0795 TTY: 1-800-682-2698 Toll free: 1-800-282-8574 TTY: 1-800-858-9277 www.arkansas.gov/psc www.depsc.delaware.gov www.icc.illinois.gov

PB 1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 131 STATE UTILITIES COMMISSIONS

Indiana Maine Mississippi

Utility Regulatory Commission Public Utilities Commission Public Service Commission Consumer Assistance Section Consumer Assistance Division PO Box 1174 101 W. Washington St., Suite 1500E 18 State House Station Jackson, MS 39215-1174 Indianapolis, IN 46204 Augusta, ME 04333 601-961-5430 (Central District) 317-232-2712 207-287-3831 601-961-5450 (Northern District) Toll free: 1-800-851-4268 Toll free: 1-800-452-4699 601-961-5440 (Southern District) TTY: 317-232-8556 TTY: 1-800-437-1220 Toll free: 800-356-6430 (Central District) www.in.gov/iurc : [email protected] Toll free: 800-356-6428 (Northern www.maine.gov/mpuc District) Iowa Toll free: 800-356-6429 (Southern Maryland District) Utilities Board www.psc.state.ms.us Customer Service Public Service Commission 1375 E. Court Ave., Room 69 6 St. Paul St., 16th Floor Missouri Des Moines, IA 50319 Baltimore, MD 21202 515-725-7321 410-767-8000 Public Service Commission Toll free: 1-877-565-4450 Toll free: 1-800-492-0474 Consumer Services : [email protected] TTY: 1-800-201-7165 200 Madison St. iub.iowa.gov www.psc.state.md.us PO Box 360 Jefferson City, MO 65102-0360 Kansas Massachusetts Toll free: 1-800-392-4211 TTY: 1-866-735-2460 Corporation Commission Department of Public Utilities : [email protected] Office of Public Affairs and Consumer Consumer Division www.psc.mo.gov Protection One South Station 1500 S.W. Arrowhead Rd. Boston, MA 02110 Montana Topeka, KS 66604-4027 617-737-2836 785-271-3140 Toll free: 1-877-886-5066 Public Service Commission Toll free: 1-800-662-0027 : DPUConsumer.Complaints@state. PO Box 202601 TTY: 1-800-766-3777 ma.us Helena, MT 59620-2601 : [email protected] www.mass.gov/dpu 406-444-6150 www.kcc.state.ks.us Toll free: 1-800-646-6150 Michigan TTY: 406-444-4212 Kentucky : [email protected] Public Service Commission www.psc.mt.gov Public Service Commission PO Box 30221 Consumer Services Lansing, MI 48909 Nebraska PO Box 615 517-284-8100 211 Sower Blvd. Toll free: 1-800-292-9555 Public Service Commission Frankfort, KY 40602 www.michigan.gov/mpsc 1200 N St., Suite 300 502-564-3940 Lincoln, NE 68508 Toll free: 1-800-772-4636 Minnesota 402-471-3101 TTY: 1-800-648-6056 Toll free: 1-800-526-0017 : [email protected] Public Utilities Commission TTY: 402-471-0213 www.psc.state.ky.us Consumer Affairs Office www.psc.nebraska.gov 121 7th Pl. E, Suite 350 Louisiana St. Paul, MN 55101 Nevada 651-296-0406 Public Service Commission Toll free: 1-800-657-3782 Public Utilities Commission - PO Box 91154 : [email protected] Northern NV Baton Rouge, LA 70821-9154 www.mn.gov/puc Consumer Complaint Resolution 225-342-4404 Division Toll free: 1-800-256-2397 1150 E. William St. www.lpsc.louisiana.gov Carson City, NV 89701 775-684-6100 : [email protected] puc.nv.gov

132 www.USA.gov t 133 STATE UTILITIES COMMISSIONS

Public Utilities Commission - Southern NV North Carolina Pennsylvania Consumer Complaint Resolution Utilities Commission Office of Consumer Advocate Division Consumer Services Office of the Attorney General 9075 W. Diablo Dr., Suite 250 4325 Mail Service Center 555 Walnut St. Las Vegas, NV 89148 Raleigh, NC 27699-4300 Forum Place, 5th Floor 702-486-2600 919-733-9277 Harrisburg, PA 17101 : [email protected] Toll free: 1-866-380-9816 717-783-5048 puc.nv.gov : Consumer.Services@psncuc. Toll free: 1-800-684-6560 nc.gov : [email protected] New Hampshire www.ncuc.net www.oca.state.pa.us Public Utilities Commission Pennsylvania Public Utility Consumer Affairs Division North Dakota Commission Bureau of Consumer Services 21 S. Fruit St., Suite 10 Public Service Commission Concord, NH 03301-2429 PO Box 3265 600 E. Boulevard Ave., Dept. 408 603-271-2431 Harrisburg, PA 17105-3265 Bismarck, ND 58505 Toll free: 1-800-852-3793 Toll free: 1-800-692-7380 701-328-2400 TTY: 1-800-735-2964 www.puc.state.pa.us Toll free: 1-877-245-6685 : [email protected] TTY: 1-800-366-6888 www.puc.state.nh.us Puerto Rico : [email protected] www.psc.nd.gov New Jersey Public Service Commission PO Box 190870 Board of Public Utilities Ohio San Juan, PR 00918 787-756-1919 Division of Customer Assistance Consumers’ Counsel 44 S. Clinton Ave. www.csp.gobierno.pr 10 W. Broad St., Suite 1800 Trenton, NJ 08625 Columbus, OH 43215 609-341-9188 Rhode Island 614-466-8574 Toll free: 1-800-624-0241 Toll free: 1-877-742-5622 Toll free: 1-800-624-0331 (Cable TV) Public Utilities Commission : [email protected] www.bpu.state.nj.us Consumer Section www.occ.ohio.gov 89 Jefferson Blvd. New Mexico Public Utilities Commission Warwick, RI 02888 180 E. Broad St. 401-780-9700 Public Regulation Commission Columbus, OH 43215 www.ripuc.org Consumer Relations Division 614-466-3292 1120 Paseo de Peralta Toll free: 1-800-686-7826 South Carolina PO Box 1269 www.puco.ohio.gov Santa Fe, NM 87504 Office of Regulatory Staff Toll free: 1-888-427-5772 Oklahoma Consumer Services Division : [email protected] 1401 Main St., Suite 900 www.nmprc.state.nm.us Corporation Commission Columbia, SC 29201 Consumer Services 803-737-5230 New York PO Box 52000 Toll free: 1-800-922-1531 Oklahoma City, OK 73152-2000 TTY: 1-800-334-2217 Department of Public Service 405-522-2331 www.regulatorystaff.sc.gov Office of Consumer Services Toll free: 1-800-522-8154

3 Empire State Plaza www.occeweb.com South Dakota STATE UTILITIES COMMISSIONS Albany, NY 12223-1350 Toll free: 1-800-342-3377 Oregon Public Utilities Commission Toll free: 800-342-3355 Consumer Affairs TTY: 1-800-662-1220 Public Utility Commission 500 E. Capitol Ave. : [email protected] Consumer Services Section Pierre, SD 57501 www.askpsc.com PO Box 1088 605-773-3201 Salem, OR 97308-1088 Toll free: 1-800-332-1782 503-378-6600 : [email protected] Toll free: 1-800-522-2404 www.puc.sd.gov : [email protected] www.puc.state.or.us

132 1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 133 STATE UTILITIES COMMISSIONS

Tennes see Washington

Regulatory Authority Utilities and Transportation Consumer Services Division Commission 502 Deaderick St., 4th Floor Consumer Protection Nashville, TN 37243 PO Box 47250 615-741-2904 Olympia, WA 98504-7250 Toll free: 1-800-342-8359 360-664-1160 TTY: 1-888-276-0677 Toll free: 1-888-333-9882 www.tn.gov/tra TTY: 360-586-8203 : [email protected] Texa s www.utc.wa.gov

Public Utility Commission West Virginia Customer Protection Division PO Box 13326 Consumer Advocate Division Austin, TX 78711-3326 723 Kanawha Blvd., E 512-936-7120 Union Building, Suite 700 Toll free: 1-888-782-8477 Charleston, WV 25301 TTY: 1-800-735-2988 304-558-0526 : [email protected] www.cad.state.wv.us www.puc.texas.gov Public Service Commission Customer Assistance Utah PO Box 812 201 Brooks St. Public Service Commission Charleston, WV 25323 Division of Public Utilities Toll free: 1-800-642-8544 PO Box 146751 www.psc.state.wv.us Salt Lake City, UT 84114-6751 801-530-7622 Wisconsin Toll free: 1-800-874-0904 : [email protected] Public Service Commission psc.utah.gov Consumer Affairs PO Box 7854 Vermont Madison, WI 53707-7854 608-266-2001 Public Service Board Toll free: 1-800-225-7729 Consumer Affairs and Public TTY: 608-267-1479 Information Division psc.wi.gov 112 State St., 3rd Floor Montpelier, VT 05620 Wyoming 802-828-2332 Toll free: 1-800-622-4496 Public Service Commission TTY: 1-800-734-8390 2515 Warren Ave., Suite 300 : [email protected] Cheyenne, WY 82002 psb.vermont.gov 307-777-7427 Toll free: 1-888-570-9905 Virginia : [email protected] psc.state.wy.us State Corporation Commission Division of Public Utility Regulation PO Box 1197 Richmond, VA 23218 804-371-9611 Toll free: 1-800-552-7945 TTY: 804-371-9206 : [email protected] www.scc.virginia.gov

134 www.USA.gov t PB TRADE & PROFESSIONAL ASSOCIATIONS

American Financial Services Association Education TRADE & PROFESSIONAL ASSOCIATIONS Contact Trade & Professional Associations Foundation (AFSAEF) t Companies that manufacture similar products or offer 919 18th St., NW Suite 300 similar services often belong to an industry association. Washington, DC 20006-5517 These associations help resolve problems between Toll free: 1-888-400-7577 their member companies and consumers. Most also : [email protected] provide consumer information through publications and www.afsaef.org The AFSAEF mission is to educate consumers on personal websites. finance concepts, to help them realize the benefits of responsible money management, and understand the credit America’s Health Insurance Plans (AHIP) process. Their MoneySKILL program educates young adults 601 Pennsylvania Ave., NW on the personal finance concepts in the areas of income, South Bldg., Suite 500 expenses, assets, liabilities and risk management. Washington, DC 20004 American Institute of Certified Public Accountants 202-778-3200 (AICPA) : [email protected] 220 Leigh Farm Rd. www.ahip.org Durham, NC 27707 America’s Health Insurance Plans (AHIP) is the national 919-402-4500 association representing the health insurance industry. Toll free: 1-888-777-7077 Member companies offer health insurance through employer- www.aicpa.org sponsored coverage, individual insurance policies, and www.360financialliteracy.org public health insurance programs. AICPA works to ensure that the public remains confident in American Arbitration Association (AAA) the integrity, competence and professionalism of CPAs. 120 Broadway, 10th Floor American Moving & Storage Association (AMSA) New York, NY 10271 1611 Duke St. Toll free: 1-800-778-7879 Alexandria, VA 22314 www.adr.org 703-683-7410 AAA is a not-for-profit public service organization Toll free: 1-888-849-2672 committed to the resolution of disputes through arbitration, www.moving.org mediation, conciliation and other voluntary procedures. AMSA is the trade association for the professional moving American Bankers Association (ABA) and storage industry. The organization also offers moving 1120 Connecticut Ave., NW related information to consumers, and sponsors a dispute Washington, DC 20036 resolution program to resolve loss and damage claims on Toll free: 1-800-226-5377 interstate moves. www.aba.com Association for Financial Counseling and Planning ABA represents the concerns of banks and their employees. Education (AFCPE) The ABA’s Community Engagement Foundation offers 79 S. State St., Suite D3 personal finance resources to help consumers make financial Westerville, OH 43081 choices and responsibilities. 614-368-1055 American Cleaning Institute (ACI) www.afcpe.org 1331 L St., NW, Suite 650 AFCPE trains and provides certification for financial Washington, DC 20005 counselors. It also provides a database for consumers to find 202-347-2900 a financial counselor in their area. : [email protected] Cellular Telecommunications and Internet www.cleaninginstitute.org Association (CTIA) ACI provides free/low cost educational materials, designed 1400 16th St., NW, Suite 600 to help people make safe choices for cleaning products. Washington, DC 20036 American Council of Life Insurers (ACLI) 202-736-3200 101 Constitution Ave., NW Suite 700 www.ctia.org Washington, DC 20001-2133 CTIA is the trade association for the wireless 202-624-2000 telecommunications industry. It provides consumer Toll free: 1-877-674-4659 resources for choosing wireless devices and plans, and tips : [email protected] to protect the information on your device. www.acli.com ACLI is a trade association of insurance companies. It also offer consumer information on various types of insurance.

PB 1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 135 TRADE & PROFESSIONAL ASSOCIATIONS

Certified Financial Planner Board of Standards Financial Industry Regulatory Authority (FINRA) t 1425 K St., NW, Suite 800 1735 K St., NW Washington, DC 20005 Washington, DC 20006 202-379-2200 301-590-6500 Toll free: 1-800-487-1497 Toll free: 1-800-289-9999 (BrokerCheck) : [email protected] Toll free: 1-844-574-3577 www.cfp.net www.finra.org www.letsmakeaplan.org brokercheck.finra.org The CFP Board certifies financial planners who meet its FINRA is the largest independent regulator for all securities requirements by granting use of their trademarks. firms doing business in the US. The organization operates Commission on Accreditation of Rehabilitation the largest resolution forum for disputes between investors Facilities (CARF) and securities firms. Use the BrokerCheck tool to check the 6951 E. Southpoint Rd. background of individual investment professionals and firms. Tucson, AZ 85756 Financial Planning Association (FPA) Toll free: 1-888-281-6531 7535 E. Hampden Ave., Suite 600 TTY: 520-495-7077 Denver, CO 80231 www.carf.org Toll free: 1-800-322-4237 CARF is a not-for-profit organization that accredits : [email protected] rehabilitation, addiction, retirement living, and other human www.plannersearch.org services. The organization provides an online search tool The Financial Planning Association is a trade organization to find services that match your needs and other consumer for financial planners. FPA ensures that planners adhere to a resources. code of ethics and provides guides, brochures, and financial Consumer Technology Association (CTA) worksheets for consumers. 1919 S. Eads St. Insurance Information Institute (III) Arlington, VA 22202 110 William St. 703-907-7600 New York, NY 10038 Toll free: 1-866-858-1555 212-346-5500 www.cta.tech www.iii.org CTA represents corporations involved in the design, The III is a nonprofit communications organization supported development, manufacturing and distribution of consumer by the property/casualty insurance industry that works to electronics. It offers free consumer guides. improve public understanding of insurance. Data & Marketing Association (DMA) International Association of Movers (IAM) Department of Corporate Responsibility 5904 Richmond Hwy., Suite 404 1615 L St., NW Alexandria, VA 22303 Washington, DC 20036 703-317-9950 212-768-7277 : [email protected] www.DMAchoice.org www.iamovers.org The DMA is the trade association for organizations involved IAM is a global association of movers and forwarders. IAM in direct marketing via direct mail, catalogs, the Internet, offers consumer tips for moving, domestically or telemarketing, magazines, newspaper and TV ads. DMA internationally. offers free options that allow consumers to manage their International Cemetery, Cremation and Funeral physical and electronic mail. Association (ICCFA) Direct Selling Education Foundation (DSEF) 107 Carpenter Dr. Suite 100 1667 K St., NW, Suite 1100 Sterling, VA 20164 Washington, DC 20006 703-391-8400 202-452-8866 Toll free: 1-800-645-7700 : [email protected] www.iccfa.com www.dsef.org ICCFA is a trade association for the cemetery, funeral service, DSEF educates the public on the benefits of direct selling for cremation and memorialization profession. The ICCFA individuals, communities, and the entire economy. assists consumers directly through information resources Financial Counseling Association of America (FCAA) and a dispute resolution service. 611 Pennsylvania Avenue, SE, Suite 1600 Washington, DC 20003 Toll free: 1-866-694-7253 www.fcaa.org FCAA represents not-for-profit credit counseling companies and sets industry standards for member companies. It also provides financial education materials directly to the public.

136 www.USA.gov tProvided financial support for the publication of the Consumer Action Handbook. 137 TRADE & PROFESSIONAL ASSOCIATIONS

LeadingAge National Funeral Directors Association (NFDA) TRADE & PROFESSIONAL ASSOCIATIONS 2519 Connecticut Ave., NW 13625 Bishop’s Dr. Washington, DC 20008 Brookfield, WI 53005 202-783-2242 262-789-1880 : [email protected] Toll free: 1-800-228-6332 www.leadingage.org : [email protected] LeadingAge represents not-for-profit nursing homes, www.nfda.org continuing care retirement communities, assisted NFDA is the trade association for funeral service providers. living, senior housing facilities, and community service NFDA’s Funeral Service Help Line helps consumers make organizations. Consumers may search LeadingAge’s online informed decisions about funeral services and address database for providers and facilities that fit their needs. concerns about funeral service experiences. National Association of Attorneys General (NAAG) National Futures Association (NFA) t 2030 M St., NW, 8th Floor 300 S. Riverside Plaza, Suite 1800 Washington, DC 20036 Chicago, IL 60606 202-326-6000 312-781-1410 : [email protected] Toll free: 1-800-621-3570 www.naag.org : [email protected] NAAG facilitates communication among attorneys general, www.nfa.futures.org who are responsible for enforcing civil laws in their respective NFA is the industrywide self-regulatory organization for states. The AG offices often oversee state government the U.S. derivatives industry. NFA provides innovative and regulation agencies and represent the public interest. efficient regulatory programs and services that safeguard the National Association of Home Builders (NAHB) integrity of the derivatives markets. NFA’s Information Center 1201 15th St., NW offers answers to industry related questions. Washington, DC 20005 National Institute for Automotive Service Excellence Toll free: 1-800-368-5242 (ASE) : [email protected] 1503 Edwards Ferry Rd., NE, Suite 401 www.nahb.org Leesburg, VA 20176 NAHB represents the home building industry. It provides 703-669-6600 information for consumers interested in buying, financing, Toll free: 1-800-390-6789 building or remodeling their home. The NAHB also offers a : [email protected] searchable directory of builders. www.ase.com National Association of Insurance Commissioners ASE is an independent organization that works to improve (NAIC) the quality of automotive service and repair through the 1100 Walnut St., Suite 1500 voluntary testing and certification of automotive repair Kansas City, MO 64106-2197 professionals. 816-842-3600 North American Securities Administrators Toll free: 1-866-470-6242 Association, Inc. : [email protected] 750 1st St., NE, Suite 1140 www.naic.org Washington, DC 20002 www.insureuonline.org 202-737-0900 NAIC is a national organization of insurance regulators. The www.nasaa.org organization helps insurance regulators facilitate the fair and NASAA is the voice of state securities agencies responsible equitable treatment of consumers. for investor protection and education and efficient capital National Foundation for Credit Counseling (NFCC) formation. 2000 M St., NW, Suite 505 Society of Consumer Affairs Professionals Washington, DC 20036 International (SOCAP) t Toll free: 1-800-388-2227 625 N. Washington St., Suite 304 : [email protected] Alexandria, VA 22314 www.nfcc.org 703-519-3700 The NFCC member agencies provide financial education : [email protected] directly to the public. NFCC also sets standards for quality www.socap.org credit counseling. SOCAP provides training, conferences and publications to encourage and promote effective communication and understanding among business, government and consumers; and to define and advance the consumer affairs profession.

136 1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 137 INDEX

A AARP. 10 4 This alphabetical index will help you find the right organization to contact for information or for retirement planning information, 38 assistance with your complaint. First, look for the specific topic, for example, Cars. Under this topic ABA. See American Bar Association there will be one or more contacts, followed by the Handbook page number(s). Sometimes you will Accreditation, 19, 94 be directed to “See” another entry for information and a list of contacts. “See also” references Accidental death insurance, 35 direct you to other topics that might be related to your problem and may help you locate the right Accreditation, 19 contact. For company names see the alphabetical listings under “Corporate Consumer Contacts” Actual cash value, 33 (p. 72), and “Automotive Manufacturers” (p. 65). Active duty alert, 56 Adjustable balance, 15 Adjustable-rate mortgages, 28 Armed Forces. See Military personnel Bill creep, 42 Administration for Children & Families, 95 ARMs. See Adjustable-rate mortgages Bill shock, 44 Administration for Community Living, 96 As is, 10 Billing codes, 26 Administration on Aging, 96 Assisted-living facilities Blind persons. See Disabilities, persons with Advance medical directives, 26 long-term care insurance, 34 Blocking Advertisements selection of, 24 changes to phone service, 44 buying a car, 9 Association for Financial Counseling and Planning spam, 43 credit card transfers, 16 Education, 135 telemarketing, 46, 47 direct selling, 21 ATM cards, 7 Bond funds, 36 leases, 11 Attorneys. See Lawyers Bonds, 36 pre-recorded messages, 46 Automatic payments, 27, 34 Bounced checks, 6 pop-up, 41 subscription boxes, 5 BrokerCheck, 36 real estate investment, 37 Automobiles. See Cars Brokers Standard Directory of Advertisers, 72 Aviation Consumer Protection Division, 100 data, 39 student loan debt, 20 B financial, 35 Advisors Baggage Bundled services, 45 college aid planner, 20 delayed or damaged, 48 Bureau of Fiscal Service, 100 financial, 35 insurance coverage, 35 Buyer’s agent, 27 Aging. See Seniors lost, 48-49 C AIDSinfo, 97 Balance billing, 26 Cable TV service, 45 Air Force Airmen and Family Readiness, 55 Balaance carry over, 15 Call for Action Inc., 61, 104 Air travel Balance transfers, 16 delayed or canceled flights, 48 Capitalized cost reduction, 11 fee, 16 Car hacking, 10 delayed or damaged baggage, 48 teaser rate, 16 lost baggage, 49 Car sharing, 10, 13 Balloon mortgages, 28 overbooked flights, 49 Card reader, 11 Balloon payments Airline Passenger Protections, 49 Career, Technical, and Adult Education, Office of, 94 leases, 10 Airlines. See Air travel mortgages, 28 Cars BBB Auto Line, 66 America’s Health Insurance Plans, 135 Banking buying tips, 9 American Arbitration Association, 135 ATM cards, 7 dealer purchases, 10 American Bankers Association, 135 checking accounts, 6 dispute resolution programs, 66 American Bar Association, 61 debit cards, 7 financing, 10 fees, 6 American Cleaning Institute, 135 hacking, 10 financial privacy, 40 American Council of Life Insurers, 135 insurance, 31 joint account, 6 American Council on Science and Health, 104 leasing, 11 mobile banking, 7 American Financial Services Association Education lemon laws, 11 mobile payments, 7 Foundation, 135 loan packing, 11 power of attorney, 6 manufacturer contact information, 65 American Institute of Certified Public Accountants, 135 prepaid cards, 8 new, 9 American Moving and Storage Association, 135 regulatory authorities, 8 prepayment penalty, 11 American Savings Education Council, 38 savings accounts, 6 private-party purchases, 10 Americans with Disabilities Act Information Line, 99 state banking authorities, 119 recalls, 11 transaction reordering, 6 Annual fee, 14 renting, 12 unsolicited checks and offers, 8 Annual Percentage Rate repairs, 12 cars, 9 Bankruptcy repossessions, 12 credit cards, 14 credit reports, 16, 17 safety considerations, 9 installment loans, 14 Base mileage, 10 secret warranties, 11 mortgages, 28 BBBs. See Better Business Bureaus sharing, 13 Anti-spyware software, 41 Beneficiaries trade-in, 9, 10, 13 AoA. See Administration on Aging contingent beneficiaries, 52 used, 9 Apps (applications) life insurance policy, 34 Catastrophic health care insurance, 34 fake banking, 8 trusts, 52 CDC. See Centers for Disease Control and Prevention fake shopping, 5 wills, 52 Cell phones grocery shopping, 23 Best if used by date, 23 mobile payments, 7 mobile banking, 7 Better Business Bureaus services, 44-45 mobile payments, 7 BBB Auto Line, 66 Cellular Telecommunications and Internet Association, travel safety, 49 BBB Military Line, 55 135 APR. See Annual Percentage Rate complaint mediation, 61 Cemeteries. See also Funerals Arbitration, 61, 62 state-by-state listing and contact information, 67 for veterans, 56, 101 138 www.USA.gov 139 INDEX

Center for Auto Safety, 10, 104 resolving, 59 Cooling-off rule. See 3-Day Cooling-Off Rule Center for Food Safety and Applied Nutrition safety hazards reporting, 64 Corporate consumer contacts, 72-92 Information Line, 96 sample complaint letter, 60 Co-payment, 32, 33 Center for Medicaid and CHIP Services, 96 small claims court, 61 Co-signer Center for Nutrition Policy and Promotion, 93 telemarketing, 47 apply for credit, 14 Center for Science in the Public Interest, 104 virtual currency, 4 student loans, 20 Center for the Study of Services, 104 Comprehensive coverage, 32 Council of Better Business Bureaus, Inc., 67 Center for Tobacco Products, 96 Comptroller of the Currency, Office of the 100 County consumer protection offices, 106-118 regulatory authority, 8 Centers for Disease Control and Prevention, 94 Courts, small claims, 61 food safety information, 22 Computer hackers, 42 CPSC. See Consumer Product Safety Commission health-related travel information, 50 Computers. See also Internet; Software Cramming Centers for Medicare & Medicaid Services, 96 Conciliation, 61 telephone service, 43 Certificate of deposit, 6, 35, 36 Consolidated Omnibus Budget Reconciliation Act, 32 CRAs. See Credit reporting agencies Certified Financial Planner Board of Standards, 136 Consumer Action, 7, 104 Credit. See also Credit cards; Debt; Loans; Mortgages CFPB. See Consumer Financial Protection Bureau Consumer Federation of America, 104 consumer rights, 14 CFTC. See Commodity Futures Trading Commission Consumer Financial Protection Bureau, 93 counseling services, 18 Charge card, 15 automotive dispute resolution program, 66 Equal Credit Opportunity Act provisions, 13 credit card company complaints, 15 free credit reports, 15 INDEX Checking accounts, 6 credit reporting agencies, 16 privacy issues, 40 Checks military personnel services, 55 questions creditors may not ask, 14 bounced, 6 Money Smart for Older Adults, 57 repair companies, 18 holds on, 6 Office of Financial Protection for Older Americans, reports, 16 overdrafts, 6 57 scores, 16 unsolicited, 8 Office of Servicemember Affairs, 55 unsolicited offers, 8 Child Support Enforcement, Office of, 96 paying for college, 20 Credit bureaus, 16 Child Welfare Information Gateway, 95 retirement calculators, 38 complaints about, 15 Children. See also Families Consumer Leasing Act, 11 credit report information, 16 government agency sources, 95 Consumer organizations, 104-105 free credit reports, 15 insurance coverage, 32 complaint mediation, 61 reporting identity theft, 39 National Runaway Safeline, 95 Consumer Product Safety Commission, 93 Credit cards. See also ATM cards; Debit cards Chip and PIN, 15 reporting safety hazards to, 63 Annual Percentage Rate, 14 City consumer protection offices, 106-118 Consumer protection offices 106-118 balance transfers, 16 Civil Rights, Office for, complaint mediation, 59 billing disputes, 15 Department of Education, 94 Consumer Reports, 9, 54, 104 chip and PIN, 15 Department of Health and Human Services, 41, 95 choose a safe vehicle, 9 complaints, 15 Click-bait, 45 television reviews, 45 considerations when applying for, 15 CMS. See Centers for Medicare & Medicaid Services Consumer rights fees, 14 Coalition Against Insurance Fraud, 104 3-Day Cooling Off Rule, 4 finance charges, 14 fraud alerts, 15 COBRA. See Consolidated Omnibus Budget applying for credit, 14 interest rates, 14 Reconciliation Act credit reports, 15 debt collection, 17 lost, 15 Collateral, 14 mobile payments, 7 College aid planner, 20 installment loans, 14 overbooked flights, 49 rewards programs, 14 College savings plans, 19 questions creditors may not ask, 13-14 security features, 15 College tuition insurance, 34 shopping from home, 3-4 stolen, 15 Colleges and universities Consumer Technology Association, 136 travel services, 48 college accreditation, 19 Consumer World, 54 Credit counseling services, 18 financing options, 19 Contingency fee, 62 Credit inquiry, 16 for-profit, 19 Credit profile number, 18 Commissaries and exchanges, 56 Contingent beneficiaries, 52 Contract Credit Repair Organizations Act, 18 Commission on Accreditation of Rehabilitation Credit reporting agencies, 16 Facilities, 136 after you buy, 5 before you buy, 2 Credit reports and scores, 16 Commission on Civil Rights, 93 cable TV, 45 accuracy, 15 Commodities, 36, 37 cell phones, 44 credit bureaus, 16 Commodity futures, 37 credit counseling services, 18 factors, 16 Commodity Futures Trading Commission, 103 credit repair companies, 18 free reports, 15 Community property, 51 cruises, 49 hard inqury, 16 Complaints employment, 21 homeowners insurance, 33 contact sellers, 59 for-profit schools, 19 incorrect information, 17 contact third parties, 59 heating oil, 50 negative information, 17 credit bureaus, 16 home improvements, 29 privacy protection, 40 credit cards, 15 Internet TV, 45 renting housing property, 30 debt collectors, 18 leases, 30 soft inquiry, 16 dispute resolution programs, 61 life insurance, 32 tips for improving, 17 financial brokers and advisors, 35, 36 mandatory arbitration clauses, 62 Credit unions, 6, 8 fraud reporting, 64 prepaid funerals, 53 Crowdfunding, 26 health care providers, 24 quick consumer tips, II Cruises, 49 insurance companies, 31 service contract, 2 Cryptocurrencies, See virtual currency landlord, 30 Servicemember Civil Relief Act, 56 legal help, 61 Convenience checks, 8 mandatory arbitration, 21, 62 Cookies, 39, 42 138 1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 139 INDEX

D Disability Employment Policy, Office of, 99 Estate planning. See Wills Damages Disability insurance, 32 Estimates car sharing, 13 Disasters. See Emergency preparedness car repairs, 12 insurance, 31-32 Disputes fuel, 9 satellite TV, 45 credit card billing, 15 home improvement, 29 Data & Marketing Association, 136 credit reporting agency, 16 legal fees, 62 Data breach, 40 health care plans, 33 moving companies, 29 Data brokers, 2, 39 mobile payments, 7 Executors 52 Deaf or hard of hearing persons moving company, 29 declination, 52 telephone services for, 54 travel, 48 Experian, 16 Dealership financing, 10 warranties, 3 Excess valuation, 49 Debit cards Dispute resolution programs Explanation of benefits, 25 liability, 7-8 automotive, 66 Extended warranties, 2 mobile payments, 7 investments, 37 buying a new car, 9 PIN numbers, 7 types of, 61 buying a used car, 10 prepaid cards, 8 Distributor agreement, 22 F reporting missing cards, 8 DNR. See Do Not Resuscitate orders 529 Plans, 19 using, 6 Do Not Call Registry, 46 FAA. See Federal Aviation Administration Debt. See also Credit; Loans Do Not Resuscitate order, 27 FAFSA. See Free Application for Federal Student Aid counseling services, 18 Doctor selection, 24 Fair Credit and Charge Card Disclosure Act, 15 credit card balance transfer, 16 DOE. See U.S. Department of Energy Fair Credit Billing Act, 15 debt collection, 17 DOI. See U.S. Department of the Interior Fair Credit Reporting Act, 17 ghost, 18 Donut hole, 26 phantom, 18 Fair Debt Collection Practices Act, 17 DOL. See U.S. Department of Labor reducing, 16, 17 Fair Housing Act, 30 DOT. See U.S. Department of Transportation Declarations, 32 Fair Housing and Equal Opportunity, Office of, 98 Drugs. See Prescription drugs Declination, 52 Fake shopping apps, 5 Dumpster divers, 8, 38 Deductible, 31, 33 Families. See also Children Dun & Bradstreet Directory, 72 Default government agency sources, 95 insurance companies, 31 Durable power of attorney for health care, 27 support programs for military personnel, 55 student loans, 21 E Families USA, 105 Deferment, 21 Earthquake insurance, 33 Family and Morale, Welfare and Recreation, 56 Deficiency judgement, 28 eBenefits National Resource Directory, 56 Family Centers, 55 Dental insurance, 34 Ecommerce Arbitrage, 4 Farmers markets, 23, 57 Deposit ED. See U.S. Department of Education FCC. See Federal Communications Commission foreign checks, 8 EDPUBS. See Education Publications Center FCRA. See Fair Credit Reporting Act mobile, 7 Education. See also Colleges and universities; Student FDA. See Food and Drug Administration security for home rental, 30 financial aid FDIC. See Federal Deposit Insurance Corporation utility service, 50 Education privacy, 40 Federal agencies. See Government agencies Deposit insurance, 6 Education Publications Center, 94 Federal Aviation Administration, 49, 100 Derivatives, 37 Educational tax benefits, 19 Federal Communications Commission, 101 Dietary guidelines, 22 EEOC. See Equal Employment Opportunity Commission broadband label, 43 Digital asset plan, 51 Eldercare Locator, 25, 58, 96 Consumer and Governmental Affairs Bureau, 101 Digital wallet, 7 Elderly persons. See Seniors phone bills, 43 Direct lending, 10 Email spam, 43 slamming and cramming, 44 Direct selling, 21 Emergency medical coverage, 35 Federal Deposit Insurance Corporation, 102 Consumer Response Center, 102 Direct Selling Education Foundation, 136 Emergency preparedness, 54 Division of Depositor and Consumer Protection, 102 Directories seniors, 59 financial privacy and, 40 Better Business Bureaus, state-by-state listing, Employee Benefits Security Administration, 99 67-71 Money Smart for Older Adults, 57 Employer Identification Number, 18 regulatory authority, 8 car manufacturers, 65-66 Employment corporate consumer contacts, 72-92 Federal Education Rights and Privacy Act, 40 direct selling, 21 Federal Emergency Management Agency, 98 automotive dispute resolution programs, 66 sharing economy, 22 Federal Housing Administration, 98 federal government agencies, 93-103 Unemployment Insurance Program, 22 mortgage loans, 28 national consumer organizations, 104-105 work-at-home companies, 21 National Resource Directory, 56 Federal Maritime Commission, 102 Energy Efficiency and Renewable Energy, 94 Standard Directory of Advertisers, 72 Federal Motor Carrier Safety Administration, 100 state banking authorities, 119-122 Environmental Protection Agency, 101 Indoor Environments Division, 101 Federal Relay Service, 54 state insurance regulators, 123-126 Federal Reserve Consumer Help, 102 state securities administrators, 127-130 National Pesticide Information Center, 101 Federal Reserve System, 102 state utilities commissions, 131-134 National Service Center for Environmental regulatory authority, 8 state, county, and city consumer protection offices, Publications, 101 106-118 reporting safety hazards to, 63 Federal Student Aid Information Center, 94 trade and professional associations, 135-137 Safe Drinking Water Hotline, 101 Federal student loan, 20 Disabilities, persons with EPA. See Environmental Protection Agency Federal Trade Commission, 102 American with Disabilities Act information line, 99 Equal Credit Opportunity Act, 13 Bureau of Consumer Protection, 102 information resources, 54 Equal Employment Opportunity Commission, 101 fraud reporting, 63 library services for, 55 Equifax, 16 Funeral Rule, 52-53 shared services, 55 Equity, 11 identity theft reports, 39 telephone relay services, 54 Escrow account, 48 shopping from home requirements, 3-4 140 www.USA.gov 141 INDEX

Telemarketing Sales Calls, 47 Free-range animals, 24 Health records privacy, 41 3-Day Cooling-Off Rule, 4 FRS. See Federal Relay Service Health Resources and Services Administration, 95 Federal Student Loans, 20 FSAIC. See Federal Student Aid Information Center HealthFinder.gov, 24 Federal Work-Study Program, 19 FTC. See Federal Trade Commission HealthIT.gov, 25 Federation of State Medical Boards, 24 Fuel estimates, 9 Heating oil, 50 FedsHireVets, 56 Funeral Consumers Alliance, 53, 105 HHS. See U.S. Department of Health and Human Fee-for-service health insurance, 32 Funeral Rule, 53 Services FEMA. See Federal Emergency Management Agency Funeral Service Consumer Assistance Program, 53 HHS-TIPS fraud hotline, 95 FEMA Disaster Assistance, 98 Funerals, 52 Higher education. See Colleges and universities; FHA. See Federal Housing Administration prepaying, 53 Student financial aid Fiduciary standard, 36-37 G HIPAA. See Health Insurance Portability and Finance charges, 14 Garnishment, 21 Accountability Act Financial aid. See Student financial aid Gas pump skimming, 11 HIV.gov, 95 Financial brokers and advisors, 35 General Services Administration, 102 HMOs. See Health Maintenance Organizations Financial Industry Regulatory Authority, 136 Fleet Vehicle Sales, 102 Home equity loans, 14 dispute resolution programs, 37 Gobierno.USA.gov, 54, 102 Home improvement contractors, 29-30, 61 investment information, 35 Publications.USA.gov, II, 102 Home shopping. See Shopping from home INDEX licenses, 36 Surplus Federal Property Sales, 102 Homeowner’s insurance, 33 senior hotline, 37, 58 telephone relay service, 54 actual cash value, 33 Financial Planning Association, 136 USAGov, 54, 102 replacement coverage, 33 Financial privacy, 40 Ghost debt, 18 Homes. See Housing FINRA. See Financial Industry Regulatory Authority Gift card, 2, 8 Hotels. See Travel Firewalls, 39 Government agencies. See also specific agencies Hotlines Fish and Wildlife Service, 98 directory of federal agencies, 93-103 Auto Safety Hotline, 66 Fixed-rate mortgages, 28 directory of state and local agencies, 106-134 Call for Action Consumer Hotlines, 61 federal job announcements, 21 Fleet and Family Support Programs, 56 FINRA Senior Hotline, 37, 58 GPS Food Information Hotline, 22 Fleet Vehicle Sales, 102 car hacking, 10 HHS-TIPS Fraud Hotline, 95 Flipping, 37 car rentals, 12-13 Meat and Poultry Hotline, 93 Flood insurance, 33 Grace period, 14 National Insurance Crime Bureau, 31 Flying. See Air travel Grants, education, 19 Safe Drinking Water Hotline, 101 FMCSA. See Federal Motor Carrier Safety Grass-fed animals, 24 Senate Special Committee on Aging Fraud Hotline, Administration 58 Grocery buying tips, 23 Food. See also Nutrition Vehicle Safety Hotline, 100 GSA. See General Services Administration farmers’ markets, 23 Housing. See also Mortgages; U.S. Department of healthy choices, 22 Guaranty fund, 31 Housing and Urban Development organic, 23 H avoiding foreclosure, 28 product dating, 23 Hackers, buying a home, 27 recalls, 3 cars, 10 counseling agencies, 27, 29 resources, 22 Wi-Fi, 42 foreclosure rescue scams, 30 safety issues, 22 Hard credit inquiry, 16 home equity loans, 14 saving money on groceries, 23 Health Care home improvement, 29 storage time, 23 advance medical directives, 26 homeowner’s insurance, 33 subscription boxes, 5 complaints, 24 housing counselor, 27, 29 Supplemental Nutrition Assistance Program, 23 Do Not Resuscitate order, 27 leasing properties, 30 Food and Drug Administration, 96 doctor selection, 24 moving companies, 29 food and nutrition information, 22 durable power of attorney, 27 property inspections, 27, 29 prescription drug information, 26 Eldercare Locator, 25, 58, 96 renters’ insurance, 33 recalls, 3 health care facility selection, 24 renting properties, 30 reporting safety hazards to, 63 information resources, 24 repairs, 29 Food and Nutrition Services, 93 insurance, 32 rights of persons with disabilities, 55 Food product dating, 23 medical billing, 25 Housing Choice Voucher Program, 31 Food Information Hotline, 22 medical identity theft, 39 Housing counselor, 27, 29 Food Safety and Inspection Services, 3, 23, 93 medical privacy, 40 https, 5, 41, 43 Medicare prescription drug coverage, 26 For-profit schools, 19 HUD. See U.S. Department of Housing and Urban patient portals, 25 Development Forbearance, 21 prescription drugs, 26 Foreclosure, 28 reporting safety hazards, 63 I IC3. See Internet Crime Complaint Center Fraud. See also Identity theft Health care facilities selection, 24 Identity theft. See also Fraud; Privacy issues employment opportunity advertisements, 21 Health care professionals selection, 24 foreclosure rescue, 29 children, 39 Health insurance. See also Long-term care insurance; home improvement contractors, 30 common schemes, 39 Medicaid; Medicare identifying, 2 insurance for, 34 catastrophic, 34 insurance, 31 medical identity theft, 39 group policies, 32 military personnel, 56 prevention tips, 38 international plans, 35 postal related, 46, 63 reporting, 39 questions to ask about, 32-33 reporting, 63 tax, 39 types of plans, 32 scholarships, 20 Identity Theft Affidavit, 39 Health Insurance Portability and Accountability Act, seniors, 58 Identity theft report, 39 40-41 tips for avoiding, 2 IIHS. See Insurance Institute for Highway Safety Health Maintenance Organizations, 32 Free Application for Federal Student Aid, 20 Implied warranty, 2 140 1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 141 INDEX

Imposters, smart phones, 44 financial professionals, 36 avoiding fraud, 2 Smart TV, 45 home improvement contractors, 29 education, 20 spam, 43 home inspector, 27 shopping apps, 5 spyware, 41 insurance company, 31 Income-Based Repayment Plan, 20 TV service, 45 realtors, 37 Index funds, 36 wireless, 42 Liens Individual retirement accounts, 35 Internet Crime Complaint Center, 58, 63 credit report, 15, 17 Indoor Environments Division, 101 Internet Service Provider, 41 used car, 10 Information resources, 54-59 Investment Adviser Public Disclosure, 37 Life insurance beneficiary, 34, 52 Inpatient, 26 Investments term, 33 Installment loans, 14 BrokerCheck, 36 commodities, 37 universal, 33 Insurance whole, 33 auto, 31 considerations when investing, 35 financial brokers and advisors, 35-37 LIHEAP. See Low Income Home Energy Assistance catastrophic health care, 34 Program children, 32 FINRA Senior Hotline, 37, 58 Limited warranties, 10 college tuition, 34 information sources, 35 complaints, 31 real estate, 37 Living wills, 26 considerations when buying, 31 retirement planning, 38 Loans. See also Credit; Debt; Mortgages declarations page, 32 SmartCheck, 37 car financing, 10 dental, 34 state securities administrators, 127-130 co-signer, 14, 20 deposit insurance, 6 types of (table), 36 home equity loans, 14 disability, 32 Investopedia, 38 installment, 14 fraud, 31 Investor Education and Advocacy, Office of, 103 mortgages, 27 flood, 33, 98 Investor Information Service, 35 packing, 11 health, 32 Investor’s Clearinghouse, 38 student loans, 20 health care plans, 32 IRAs. See Individual retirement accounts Loan packing, 11 home improvement contractors, 29 IRS. See Internal Revenue Service Local relay service, 54 homeowner’s, 33 ISP. See Internet Service Provider Long-distance service. See Telephone services identity theft, 34 J Long-term care insurance, 34, 58 information sources, 31 Long-term disability insurance, 32 international health care, 35 Job Corps, 99 Low Income Home Energy Assistance Program, 50 liability, 35 Jobs. See Employment life, 33 Joint accounts, 6 Lump sum long-term care, 34 Joint Commission, 25 home equity loans, 14 moving companies, 29 interest-only mortgages, 28 Juice jacking, 42 life insurance, 33 private mortgage insurance, 28, 38 K renters’, 33 M Kelley Blue Book, 9 shared services, 32 Making Home Affordable Program, 29 state insurance regulators, 123-126 L Malware, 45 travel, 35 Landlords, 30-31, 37 fake shopping apps, 5 umbrella policies, 35 real estate, 37 Mandatory arbitration clauses, 62 unemployment, 22 Lawyer Referral Service, 61 credit card terms and conditions, 15 vision, 34 Lawyers employment contracts, 21 Insurance Information Institute, 31, 136 choosing, 62 for-profit schools, 19 Insurance Institute for Highway Safety, 9 free legal help, 62 long term care facilities, 25 Interest-only mortgages, 28 initial consultation, 62 Manufactured Housing Programs, Office of, 98 Interest rates. See also Loans selection criteria, 62 Marine Corps Community Services, 56 credit cards, 14 small claims court, 61 Market Data Center, 35 trusts, 52 mortgages, 28 Market-linked CDs, 36 wills, 51 savings and checking accounts, 6 Mayo Clinic, 24 LeadingAge, 25, 137 student loans, 20 MCCS. See Marine Corps Community Services teaser rates, 16 Leases Meat and Poultry Hotline, 23, 93 Internal Revenue Service, 100 cars, 11 Media student loan default, 21 housing property, 30 consumer complaint resolution, 61 International Association of Movers, 136 Legal Aid offices, 62 Mediation, 61 International Cemetery, Cremation and Funeral Legal Services Corporation offices, 62 Medicaid Association, 136 Letter credit card billing dispute, 15 Centers for Medicare & Medicaid Services, 96 International health insurance, 35 coverage, 32 Internet. See also Shopping from home; debt collectors, 17 fair housing, 30 groups covered, 32 Telecommunications Medical billing, 25 cookies, 39, 42 foreclosure, 29 Medical device safety, 3, 63 digital asset plan, 51 sample complaint letter, 60 firewalls, 39 Lemon laws, 11-12 Medical directives, 26 mobile banking, 7 Liability coverage, 31 Medical identity theft, 39 online pharmacies, 26 Liability insurance, 35 Medical Library Association, 24 online privacy, 41 Libraries Medicare password security, 39 blind and physically handicapped persons, 55 Centers for Medicare & Medicaid Services, 96 patient portals, 25 public library website, 54 coverage gap, 26 routers, 42 Licensing, groups covered, 32 service provider selection, 41 before you buy, 2 long-term insurance, 34 shopping online, 4 choosing a doctor, 24 nursing home facilities, 24 142 www.USA.gov 143 INDEX

prescription drug coverage, 26 National Disability Rights Network, 55 Office of Pollution Prevention and Toxics, 101 seniors, 59 National Flood Insurance Program, 33, 98 Office of Postsecondary Education, 94 Medicare Outpatient Observation Notice, 26 National Foundation for Credit Counseling, 137 Office of Servicemember Affairs, 55 Medicare Rights Center, 105 National Funeral Directors Association, 137 Office of Special Education and Rehabilitative Medicare Service Center, 96 National Futures Association, 137 Services, 94 Medicine. See Prescription drugs National Health Information Center, 95 Office of the Comptroller of the Currency, 100 MedlinePlus, 22, 24, 96 National Highway Traffic Safety Administration, 100 regulatory authority, 8 Military OneSource, 56 car safety information, 9 Online bill pay, 6 Military personnel. See also U.S. Department of car service bulletin database, 11 Online reviews, 62 Defense; U.S. Department of Veterans Affairs recall information website, 3 car sharing services, 13 cemeteries for veterans, 56 reporting safety hazards to, 63 car sharing, 13 Family Centers, 55-56 National Institute for Automotive Service Excellence, Online shopping, 4 family support organizations, 56 137 ecommerce arbitrage, 4 frauds, 56 National Institute of Allergy and Infectious Diseases, 97 Opt-out, resources, 55 National Institute of Food and Agriculture, 54, 93 auto insurance, 32 Mobile banking, 7 National Institute of Mental Health, 97 credit car offers, 58 Mobile deposits, 7 National Institute on Aging, 57 free trial offers, 47 Mobile payments, 7 National Institutes of Health, 96 mandatory arbitration, 62 INDEX privacy, 39 digital wallet, 7 National Insurance Crime Bureau Hotline, 31 disputes, 5, 7 unwanted mail, 46 National Legal Aid and Defender Association, 62 keyring fob, 7 OPM. See Office of Personnel Management National Library Service for the Blind and Physically Money market funds, 36 Organic foods, 23 Handicapped, 55 Money transfer, 6 OSHA. See Occupational Safety and Health National Park Service, 98 Mortgages. See also Home equity loans; Housing; Administration National Passport Information Center, 99 Loans Outpatient, 26 National Pesticide Information Center, 101 adjustable-rate, 28 Overdraft, 6-7 National Runaway Safeline, 95 balloon, 28 Overseas Citizens Services, 100 National Service Center for Environmental Publications, choosing a lender, 28 P down payments, 28 101 Federal Housing Administration, 28, 98 Natural disasters. See Emergency preparedness Partnership for Food Safety Education, 22 fixed-rate, 28 Natural food, 24 Passports, 48, 99 foreclosure, 28 NCD. See National Council on Disability Password digital asset plan, 51 interest-only, 28 NCUA. See National Credit Union Administration interest rates, 27 mobile banking, 7 NCUSIF. See National Credit Union Share Insurance online privacy, 41 Making Home Affordable Program, 29 Fund private mortgage insurance, 28 privacy, 38 Negative option, 44 real estate investments, 37 Wi-Fi, 42 refinancing, 28 NFCC. See National Foundation for Credit Counseling Patient portals, 25 reverse, 28, 57 NHTSA. See National Highway Traffic Safety Pay-as-you-go types of (table), 28 Administration telephone plans, 45 Moving companies, 29 NIFA. See National Institute of Food and Agriculture PBGC. See Pension Benefit Guaranty Corporation Multi-level marketing plans, 21 NIH. See National Institutes of Health Pension Benefit Guaranty Corporation, 103 Mutual funds, 35, 36 NIMH. See National Institute of Mental Health for seniors, 58 MyMoney, 38, 57 North American Securities Administrators Association, Pensions, 58 MyRA, 38, 100 137 disability insurance, 32 N Nursing Home Compare, 25 Periodic rate, 14 Nursing homes NADA. See National Automobile Dealers Association Personnel Management, Office of, 103 long-term care insurance, 34 Persons with disabilities. See Disabilities, persons with NADA Official Used Car Guide, 9 selection of, 24-25 NASFAA. See National Association of Student Financial Phantom debt, 18 Nutrition. See also Food Phones. See Telephone services Aid Administrators dietary guidelines, 22 Physician selection, 24 National Association of Attorneys General, 137 resources, 22 National Association of Home Builders, 137 O Piggybacking, 42 National Association of Insurance Commissioners, 137 PINs Occupancy tax, 22 ATM/debit cards, 7 National Association of Student Financial Aid Occupational Safety and Health Administration, 99 Administrators, 20 gas pump skimming, 11 OCTAE. See Office of Career, Technical, and Adult National Automobile Dealers Association, 9 chip and PIN credit cards, 15 Education. mobile phone hijacking, 44 National Cancer Institute, 97 Office of Career, Technical, and Adult Education, 94 protecting, 38 National Cemetery Administration, 56, 101 Office for Civil Rights, PMI. See Private mortgage insurance National Center for Dispute Settlement, 66 Department of Health and Human Services, 95 Pollution Prevention and Toxics, Office of, 101 National Committee for Quality Assurance, 32 Department of Education, 94 Pop-up shops, 3 National consumer organizations, 104-105 medical privacy, 41 Postsecondary Education, Office of, 94 National Consumers League, 105 Office of Child Support Enforcement, 96 Powers of attorney National Contact Center, 99 Office of Disability Employment Policy, 99 banking, 6 National Council on the Aging, 105 Office of Fair Housing and Equal Opportunity, 98 health care, 27 National Council on Disability, 55 Office of Financial Protection for Older Americans, 57 wills, 52 National Credit Union Administration, 102 Office of Investor Education and Advocacy, 103 PPOs. See Preferred Provider Organizations National Credit Union Share Insurance Fund, 6 Office of Manufactured Housing Programs, 98 Pre-existing conditions, regulatory authority, 8 Office of Personnel Management, 103 warranties, 3 National Credit Union Share Insurance Fund, 6 142 1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 143 INDEX

used cars, 10 Refinancing mortgages, 14 insurance, 34 Preferred Provider Organizations, 32 Refunds, 5 investment, 37 Premium, 31 policies, 2 privacy, 40 insurance scams, 34 Register of Corporations, Directors and Executives, 72 seniors, 57 life insurance, 34 Relay services, 54 servicemen, 56 telecommunications, 45 PMI, 28 Renters’ insurance, 33 telemarketing, 46 Prepaid Renting property cards, 8 travel, 49 affordable housing, 30-31 wills, 53 funerals, 53 cars, 12 Scholarships, 20 phone plans, 45 Fair Housing Act, 30 tuition plans, 19 housing property, 30 Seafood Inspection Program, 94 Prepaid cards, 8 insurance, 33 SEC. See Securities and Exchange Commission Prepaid tuition plans, 19 leases, 11 Secret warranties, 11 Pre-payment penalty, security deposits, 30 Secure browser, 5 car financing, 11 Repairs Secured loan, 14 mortgages, 28 cars, 12 Securities administrators, 36, 127 Pre-recorded sales calls, 46 credit, 18 Securities and Exchange Commission, 103 Prescription drugs housing, 29 complaints against financial brokers and advisors, information concerning, 26 Replacement value, 33 35 Medicare coverage, 26 Repossession of cars, 12 Investment Adviser Public Disclosure, 37 online pharmacies, 26 clauses, 15 Investor Information Service, 35 reporting safety hazards, 63 starter interrupt device, 12 Office of Investor Education and Advocacy, 103 Primary care providers, 24 Resort fee, 48 retirement planning information, 38 Privacy issues. See also Identity theft Restocking fee, 5, 48 seniors, 58 car hacking, 10 Retirement planning, 38 Security deposits, 30 data breach, 40 Returns, 5 Sell by date, 23 education privacy, 40 ecommerce arbitrage, 4 Sellers financial privacy, 40 policies, 2 contacting, 59 medical privacy, 40 pop-up shops, 3 direct, 21 online privacy, 41 Reverse mortgages, 28 Senate Special Committee on Aging Fraud Hotline, 58 privacy protection tips, 39 scams, 57 Senior Medicare Patrol National Resource Center, 105 Private mortgage insurance, 27, 38 Reviews Senior Farmers’ Market Nutrition Program, 23, 57 Private student loans, 20 online, 62 Seniors co-signer, 20 pop-up shops, 3 AARP, 57 Probate shopping apps, 5 Administration on Aging, 96 beneficiaries, 52 Revolving credit assisted-living facilities, 25 trusts, 52 home equity loan, 14 disaster preparation, 59 wills, 51 build a better credit history, 17 discounts, 57 Product safety recalls, 3 Reward programs, 2 Eldercare Locator, 25, 58 Professional associations contact information, 135-137 credit cards, 14 FINRA senior hotline, 58 Property inspection, 27 digital asset plan, 51 frauds, 57 Public Health Service, 55 Robocalls, 46 health and safety, 58 Public Inquiries, Office of, 103 Roth IRAs, 36 housing counseling, 57 investing, 58 Public Service Loan Forgiveness Program, 20 S long-term care, 34, 59 Pyramid schemes, Safe Drinking Water Hotline, 101 Medicare, 59 investment scams, 37 Safety issues Money Smart for Older Adults, 57 multilevel marketing, 22 cars, 9 MyMoney.gov, 57 R food, 22 nursing home selection, 25 Real estate, 37 product safety recalls, 3 Office of Financial Protection for Older Americans, Real estate agents reporting safety hazards, 63 57 buy a home, 27 travel, 49-50 pensions, 58 flipping, 37 Sales calls, 47 prevent frauds, 58 real estate investment, 37 SAMHSA. See Substance Abuse and Mental Health report frauds, 58 Real estate investment trusts, 37 Services Administration saving, 57 Recalls Sample complaint letter, 60 Senate Special Committee on Aging Fraud Hotline, cars, 3, 11 Satellite TV service, 45 58 foods, 3, 22 Savings accounts Senior Farmers Market Nutrition Program, 23, 57 product safety, 3 considerations in choosing, 6 Social Security, 58 Receipts overdraft protection, 7 spending, 57 complaint letter, 60 Savings bonds, 35 Service contracts, 2 buying a new car, 9 retuns, 5 SBA. See Small Business Administration Service Member Affairs, Office of, 55 Recruiting Scams. See Fraud direct selling, 21 banking, 8 Servicemember Civil Relief Act, 56 for-profit schools, 19 car, 13 Shared services, 32 Recurring payments, 27 credit, 18 car, 13 credit cards, 15 education, 20 insurance, 32, 35 subcription boxes, 5 employment, 21 persons with disabilities, 55 Red Cross, 54 food, 23 taxes, 22 REIT. See Real estate investment trusts health care, 25 Sharing economy, 22 housing, 30 Shopping from home 144 www.USA.gov 145 INDEX

consumer tips, 3 college aid planner, 20 cable, 45 online shopping, 4 college savings plans, 19 Internet, 45 3-Day Cooling-Off Rule, 4 comparing loans, 20 satellite, 45 Short-term disability insurance, 32 defaulting, 21 streaming, 45 Shoulder surfers, 7, 38 education tax benefits, 19 Tenant rights, 30 Skimming, 11 federal loans, 20 Term life insurance, 33-34 Slamming federal loan repayment, 20 Terms and conditions telephone service, 43 Federal Student Aid Information Center, 20, 94 car leases, 11 financial aid scams, 20 Small Business Administration, 103 credit cards, 14 pre-paid tuition plans, 19 Small claims court, 61 cruises, 49 private loans, 20 housing lease, 30 Smart phones, 44 receiving, 20 installment loans, 14 SmartCheck, 37 types of, 19-20 prepaid cards, 8 SOCAP. See Society of Consumer Affairs Professionals Student loans recurring payments, 27 International co-signer, 20 savings and checking accounts, 6 Social Security, 38 federal loans, 20 Terms of sale, 47 Social Security Administration, 103 private loans, 20 Terms of service retirement planning information, 38 Subscription Internet, 41 INDEX seniors, 58 magazine, 4 mandatory arbitration, 62 Social Security Numbers boxes, 5 Text message alerts free credit report, 15 recurring payments, 27 credit cards, 15 identity theft, 39 telemarketing, 47 mobile banking, 7 protect your identity, 38 Subscription boxes, 5 Text telephones, 54 Society of Consumer Affairs Professionals Substance Abuse and Mental Health Services Third parties, International, 64, 137 Administration, 95 contacting, 61 Soft credit inquiry, 16 Suitability standard, 36 dispute resolution program, 61 Software. See also Internet Supplemental Nutrition Assistance Program, 23 extended warranties, 3 malware, 5, 45 Surplus Federal Property Sales, 102 health care disputes, 33 spam-blocking, 43 T spyware, 41 spyware, 41 Tax issues. See also Internal Revenue Service ThomasNet, 59 virus detection, 39 applying for student aid, 20 3-Day Cooling-Off Rule Spam, 43 credit report, 17 home improvements, 29 online pharmacies, 26 defaulted student loans, 21 home shopping, 4 Special Education and Rehabilitative Services, ecommerce arbitrage, 4 Throttle, 44 Office of, 94 education tax benefits, 19 Tickets Spoken warranties, 2 executor, 52 cruises, 49 Spyware, 41 ID theft, 38, 57 overbooked flights, 49 SSA. See Social Security Administration investments, 34 Toll free telephone numbers Standard Directory of Advertisers, 72 occupancy, 22 AnnualCreditReport.com, 15 Starter interrupt device, 12 paying for college, 19 Do Not Call Registry, 46 sharing economy, 22 Statements FINRA Senior Hotline, 58 trusts, 52 bill creep, 42 identity theft reporting, 39 credit card disputes, 15 Tax liens, 17 Military OneSource, 56 explanation of benefits, 25, 34 Tax offset, 21 National Runaway Safeline, 95 medical bills, 25 Teaser rates, 16 relay services, 54 overbooked flights, 49 Technical service bulletin, 11, 12 Investor Information Service, 35 prevent ID theft, 38 Telecommunications. Vehicle Safety Hotline, 11 unsolicited checks, 8 cell phones, 44 Toy safety, 63 States Internet, 41 Trade and professional associations, 135-137 529 plans, 19 relay services, 54 complaint mediation, 61 banking authorities, 119-122 smart phones, 44 Trade Names Directory, 72 Better Business Bureau state-by-state listing, 67-71 telephone service, 42 Trade-in, 9, 10, 13 consumer protection offices, 106-118 television service, 45 Transaction reordering, 6 Do Not Call Registry, 46 Telemarketing Transportation Security Administration, 50, 97 guaranty fund, 31 Do Not Call Registry, 46 TransUnion, 16 insurance regulators, 123-126 ID theft, 39 medical boards, 24 opt out, 46 Travel motor vehicle department, 9 pre-recorded messages, 46 air travel problems, 48 regulatory agencies, 106-134 sales calls, 47 fees, 48 securities administrators, 127-130 Telemarketing Sales Rule, 47 cancellation policies, 47 cruises, 49 student financial aid, 19 Telemarketing Sales Rule, 47 telephone relay services, 54 health-related information, 50 Telephone services insurance, 35 unemployment benefits, 22 cell phones, 44 utilities commissions, 131-134 passports, 48 comparing services, 44 safety, 49 Stocks, 35, 36 cramming, 43 tips on, 47 Stored value cards, 8 pay-as-you-go plans, 45 Travel insurance, 35 Streaming services, 45 relay services for persons with disabilities, 54 Trustee Program, 99 Structured CDs, 36 slamming, 43 Trustee, 52 Student Aid Report, 20 smart phones, 44 Trusts, 52 Student financial aid Television Truth in Lending Act, 14 applying for, 20 buying a new TV, 45 144 1-844-USA-GOV1 (844-872-4681) Consumer Action Handbook 145 INDEX

TSA. See Transportation Security Administration National Institute of Mental Health, 97 Used cars, 9 TTY, 54 National Institutes of Health, 96 USPS. See U.S. Postal Service U National Runaway Safeline, 95 Utilities Umbrella insurance policies, 35 Office for Civil Rights, 95 starting service, 50 Office of Child Support Enforcement, 96 Under observation, 26 state utilities commissions, 131-134 Substance Abuse and Mental Health Services V Underinsured motorist coverage, 32 Administration, 95 VA. See U.S. Department of Veterans Affairs Unemployment Insurance Program, 22 U.S. Department of Homeland Security, 97 Vaccines,gov, 95 Uninsured motorist coverage, 32 Federal Emergency Management Agency, 98 United States Mint, 101 National Flood Insurance Program, 98 Valuation insurance United States Patent and Trademark Office, 94 Transportation Security Administration, 97 movers, 29 lost baggage, 49 Universal life insurance, 33 U.S. Citizenship and Immigration Services, 97 Variable rate Unsecured loan, 14 U.S. Computer Emergency Readiness Team, 97 U.S. Customs and Border Protection, 97 credit cards, 14 Unsolicited checks, 8 mortgage, 28 Unsolicited commercial email, 43 U.S. Department of Housing and Urban Development, 98 Department of Housing, 98 Vehicle Safety Hotline, 11, 66 U.S. Citizenship and Immigration Services, 97 Federal Housing Administration, 28, 98 Vehicles. See Cars U.S. Coast Guard, 56 housing counselor, 27, 29 Veterans. See also Military personnel; U.S. Department U.S. Computer Emergency Readiness Team, 97 information resources for persons with disabilities, of Veterans Affairs U.S. Customs and Border Protection, 97 55 cemeteries for, 56 U.S. Department of Agriculture, 93 Office of Fair Housing and Equal Opportunity, 98 FedsHireVets, 56 Center for Nutrition Policy and Promotion, 93 Office of Manufactured Housing Programs, 98 Veterans Administration. See U.S. Department of farmers markets, 23 U.S. Department of the Interior, 98 Veterans Affairs food and nutrition information, 22 Fish and Wildlife Service, 98 Veterans Benefits Administration, 101 Food and Nutrition Service, 93 National Park Service, 98 Veteran’s Employment and Training Service, 99 food safety information, 23 U.S. Department of Justice, 99 Veterans Health Administration, 101 Meat and Poultry Hotline, 93 Trustee Program, 99 insurance coverage, 32 National Institute of Food and Agriculture, 93 U.S. Department of Labor, 99 organic food certification, 23-24 VETS. See Veteran’s Employment and Training Service Employee Benefits Security Administration, 99 VHA. See Veterans Health Administration reporting safety hazards, 63 Job Corps, 99 Virtual currency, 4 Supplemental Nutrition Assistance Program, 23, 57 National Contact Center, 99 U.S. Department of Commerce, 94 Occupational Safety and Health Administration, 99 Visa Services, 100 Patent and Trademark Office, 94 Office of Disability Employment Policy, 99 Vision insurance, 34 reporting food safety hazards to, 63 retirement planning information, 38 W Seafood Inspection Program, 94 Veteran’s Employment and Training Service, 99 Warranties U.S. Department of Defense. See also Military U.S. Department of State, 99 car repairs, 12 personnel; U.S. Department of Veteran Affairs U.S. Department of Transportation, 100 extended, 2-3 National Resource Directory, 57 airline fees regulations, 49 implied, 2 U.S. Department of Education, 94 Auto Safety Hotline, 66 leases, 11 college accreditation, 19 Aviation Consumer Protection Division, 100 limited, 10 Education Publications Center, 94 Federal Aviation Administration, 100 pre-exisitng conditions, 10 federal student aid, 20 Federal Motor Carrier Safety Administration, 100 problems with, 3 Federal Student Aid Information Center, 20, 94 National Highway Traffic Safety Administration, 9, sample complaint letter, 60 Free Application for Federal Student Aid, 20 63, 100 secret, 11 information resources for persons with disabilities, travel safety information, 50 spoken, 2 56 Vehicle Safety Hotline, 11 written, 2 Office of Career, Technical, and Adult Education, 94 U.S. Department of the Treasury, 100 used cars, 10 Office for Civil Rights, 94 Bureau of the Fiscal Service, 100 Websites. See Internet; specific organizations and Office of Postsecondary Education, 94 Internal Revenue Service, 100 government agencies Office of Special Education and Rehabilitative MyRA, 38, 100 Whole life insurance, 33 Services, 94 Office of the Comptroller of the Currency, 100 Wi-Fi. See Wireless Internet U.S. Department of Energy, 94 U.S. Mint, 100 Wills. See also Trusts Energy Efficiency and Renewable Energy, 94 U.S. Department of Veterans Affairs, 101 beneficiary selection, 52 U.S. Department of Health and Human Services, 94 cemeteries for veterans, 56 considerations when writing, 51 Administration for Children & Families, 95 mortgage loans, 28 digital asset plan 51 Administration for Community Living, 96 National Cemetery Administration, 56, 101 estate planning, 51 Administration on Aging, 96 National Resource Directory, 56 executor selection, 52 Center for Food Safety and Applied Nutrition Veterans Benefits Administration, 101 importance of, 51 Information Line, 96 Veterans Health Administration, 101 Wireless Internet, 42 Centers for Disease Control and Prevention, 94 U.S. Military Family Centers, 55 online shopping, 5 Center for Tobacco Products, 96 U.S. Postal Inspection Service, 103 public Wi-Fi, 42 Centers for Medicare & Medicaid Services, 96 travel fee, 48 Child Welfare Information Gateway, 95 U.S. Postal Service, 103 Eldercare Locator, 96 reporting mail fraud to, 63 Work-at-home companies, 21 Food and Drug Administration, 96 unwanted mail, 46 Work-study programs, 19 Health Resources and Services Administration, 95 U.S. Savings Bonds, 35 Written warranties, 2 HHS-TIPS Fraud Hotline, 95 U.S. Trustee Program, 18, 99 HIV.gov, 95 U.S. Veterans Administration. See U.S. Department of medical privacy information, 41 Veterans Affairs National Health Information Center, 95 USCIS. See U.S. Citizenship and Immigration Services National Institute of Allergy and Infectious Diseases, USDA. See U.S. Department of Agriculture 97 Use by, 23 146 www.USA.gov PB ORDER THE CONSUMER ACTION HANDBOOK

View or order the Handbook at USA.gov/handbook. Single copies of the current Consumer Action Handbook are available by writing: Consumer Action Handbook Pueblo, CO 81009 This edition of the Consumer Action Handbook was current and accurate as of its printing in April 2017. Website addresses and government programs may change after this print date. For regularly updated consumer information, visit USA.gov/consumer and subscribe for email updates. We need your help to keep the Handbook up-to-date. Please report changes by email to [email protected] or by postal mail to: Handbook Update USAGov (TAB ) 1800 F Street, NW Washington, DC 20405